Discover the Acea Group online 2019 Sustainability Report
Quality perceived
- the overall judgement of the quality of the service (from 1 to 10), which expresses an instinctive assessment by the customers;
- summary satisfaction indices (Customer Satisfaction Index – CSI, index 0-100), both overall and partial, based on the percentage of customers who stated they were satisfied and the importance attached to each aspect of the service;
- satisfaction degree indices (Customer Satisfaction Index – CSI, expressed in % of satisfied customers – threshold value 75%) which measure “to what extent” the customers are satisfied or dissatisfied with the service.
Interviews on the “contact channels” involve customers selected using the “call back” method among those who have recently used the services (toll free number for commercial information or reporting faults, website, helpdesk, technical interventions) and gave their authorisation to be called back.
During the year 28,694 people overall were interviewed about the quality of the services provided by the Companies Acea Energia, Areti, Acea Ato 2, Acea Ato 5, Gori and Gesesa. The overall ratings received by each service are all in the area of an intermediate level of satisfaction, between 6.1 and 7.8.
For sales by Acea Energia, compared to last year the total and partial Customer Satisfaction Index for the electricity service show a slightly lower assessment of “billing” and the “toll-free number” and improvements on “branch” and “website”, which received excellent ratings. The distribution managed by Areti saw slight declines in satisfaction for all aspects assessed, more marked for “fault reporting” and “technical intervention”, although the areas “technical aspects of the service” and “scheduled interruption” remained high. Residents of the municipalities of Rome and Formello were interviewed about the Public Lighting service for all areas. The “fault reporting” satisfaction level, while remaining very good, dropped compared to previous surveys. Both for electricity service (sales and distribution) and for public lighting the overall CSIs remain positive.
For Acea Ato 5, in the area of Frosinone and vicinity, the overall satisfaction index for the service improved. More specifically, the satisfaction levels for “technical aspects of the service” and “billing” increased and the ratings of other aspects, such as “branch” and “sales toll-free number” remained high or excellent. Also for Gori, which manages the service in the area of the Sorrento peninsula and the Vesuvian region between the provinces of Naples and Salerno, the overall satisfaction level, already positive, is improving. The declines recorded in some areas, in particular “fault reporting”, are offset by the increase in the ratings for “technical intervention” and “branch”. Finally, for Gesesa, operating in Benevento and its vicinity, the customer satisfaction survey was introduced in the second half of 2018 and replicated in the two 2019 cycles. Therefore, pending comparable two-year data, the results of the survey are illustrated only in the text and not in the table. Given the size of the sample of customers interviewed (about 500 per cycle), the survey calculated the overall assessment and that of the individual aspects of the service, expressed with a rating of 1 to 10. The overall rating as an average of the two surveys is 6.9/10, with a percentage of satisfaction of 87%. The technical aspects of the service receive a rating of 7/10, with 86.8% of respondents satisfied with the quality factor “continuity of service”. For billing the rating is 6.8/10, with 84.5% of respondents satisfied with the “correctness of the amounts in the bill” and 83.2% satisfied with the “clarity and ease of reading of bills”, the two quality factors of the service considered most important.
The charts below illustrate the 2019 satisfaction levels (CSI – index 0-100) for each service as an average of the two surveys for the year, and for Gesesa the opinions expressed on a scale of 1-10. table no. 16 also shows the percentages of satisfied customers on the most important factors of the quality of the services and comparison with the previous year, with evidence of significant deviations.
CHART NO. 18 – OVERALL CSI AND ON ELECTRICITY SERVICE ASPECTS – SALE AND DISTRIBUTION OF ENERGY (2019) (INDEX 0-100)
CHART NO. 19 – OVERALL CSI AND ON ASPECTS OF THE PUBLIC LIGHTING SERVICE IN ROME AND FORMELLO (2018) (INDEX 0-100)
CHART NO. 20 – OVERALL CSI AND ON ASPECTS OF THE WATER SERVICE – SALE AND DISTRIBUTION OF WATER IN ROME AND FIUMICINO (2019) (INDEX 0-100)
SURVEYS ON CUSTOMER SATISFACTION WITH WATER SERVICE DELIVERED IN OTHER OTA 2 MUNICIPALITIES – CENTRAL LAZIO
Customer satisfaction surveys were also conducted in some other municipalities in the province of Rome. The two semi-annual surveys in 2019 involved a sample of 1,000 residents, representative of all of the direct or apartment complex accounts present in the four “sentinel” municipalities – Colleferro, Formello, Palestrina and Velletri – within Optimal Territorial Area 2, Province of Rome and different from the municipalities monitored with the previous survey cycles. The overall rating recorded was 7 out of 10.
The overall service satisfaction index (index 0-100) is good and equal to 83.9 as an average of the two semi-annual surveys. With regard to the individual aspects being judged, there are very positive ratings for “technical aspects” (89.3), “billing” (88.1) and “technical intervention” (83.4), and lower yet still positive for “sales toll-free number” (77.6) and “fault reporting” (75).
CHART NO. 21 – OVERALL CSI AND ON ASPECTS OF THE WATER SERVICE – SALE AND DISTRIBUTION OF WATER IN FROSINONE AND VICINITY (2019) (INDEX 0-100)
CHART NO. 22 – OVERALL CSI AND ON ASPECTS OF THE WATER SERVICE – SALE AND DISTRIBUTION OF WATER IN SARNESE VESUVIANO (2019) (INDEX 0-100)
CHART NO. 23 – OVERALL ASSESSMENT AND ON ASPECTS OF THE WATER SERVICE – SALE AND DISTRIBUTION OF WATER IN BENEVENTO AND VICINITY (2019) (RATING 1-10)
TABLE NO. 16 – RESULTS OF CUSTOMER SATISFACTION SURVEYS (2018-2019)
| average of the two interim reports | |||
| u. m. | 2018 | 2019 | |
| ELECTRICAL SERVICE – SALE OF ENERGY – ACEA ENERGY | |||
| STANDARD MARKET CUSTOMERS | |||
| sales activity (CIS inclusive) | 0-100 | 92.2 | 90.5 |
| ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY | |||
| billing | 0-100 | 95.2 | 92.4 |
| correctness of the amounts | % | 94.9 | 91.6 |
| bill clear and easy to read | % | 95.3 | 92.7 |
| internet website | 0-100 | 91.6 | 95.0 |
| range of available operations | % | 93.0 | 93.7 |
| wealth of information available | % | 92.2 | 94.8 |
| sales toll free number | 0-100 | 90.0 | 87.9 |
| operator’s competence | % | 89.7 | 87.4 |
| chiarezza delle risposte fornite | % | 89.2 | 87.0 |
| branch | 0-100 | 89.9 | 90.6 |
| operator’s competence | % | 89.1 | 89.6 |
| operator’s courtesy and availability | % | 91.9 | 92.1 |
| FREE MARKET CUSTOMERS | |||
| sales activity (CIS inclusive) | 0-100 | 90.9 | 88.3 |
| ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY | |||
| billing | 0-100 | 92.4 | 87.2 |
| correctness of the amounts | % | 91.3 | 85.9 |
| bill clear and easy to read | % | 93.9 | 86.5 |
| internet website | 0-100 | 8.6 | 93.4 |
| wealth of information available | % | 87.4 | 91.1 |
| operation user friendliness | % | 83.3 | 95.5 |
| sales toll free number | 0-100 | 89.7 | 86.9 |
| operator’s competence | % | 88.9 | 86.8 |
| operator’s courtesy and availability | % | 92.0 | 89.7 |
| branch | 0-100 | 91.7 | 93.4 |
| operator’s competence | % | 90.4 | 92.8 |
| clarity of the information provided | % | 90.7 | 92.6 |
| ELECTRICAL SERVICE – ENERGY DISTRIBUTION – ARETI (Rome and Formello) | |||
| distribution activity (CIS inclusive) | 0-100 | 95.5 | 88.5 |
| ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY | |||
| technical aspects of the service | 0-100 | 98.3 | 95.7 |
| service continuity | % | 98.3 | 95.6 |
| planned interruption | 0-100 | 95.0 | 93.9 |
| correctness of information about recovery times | % | 95.4 | 92.3 |
| prior notice of suspended supply | % | 95.2 | 96,3 |
| fault reporting | 0-100 | 96.7 | 83.5 |
| clarity of the information provided | % | 96.1 | 83,0 |
| operator’s courtesy and availability | % | 97.7 | 89.2 |
| technical intervention | 0-100 | 89.5 | 73.7 |
| technicians’ competence | % | 92.7 | 79.0 |
| intervention speed following the request | % | 85.2 | 63.8 |
| PUBLIC LIGHTING SERVICE – ARETI (Rome and Formello) | |||
| lighting service (CIS inclusive) | 0-100 | 82.2 | 79.8 |
| ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY | |||
| technical aspects of the service(*) | 0-100 | 75.3 | 75.4 |
| (directly depending on Acea) | |||
| service continuity | % | 72.7 | 72.7 |
| (not directly depending on Acea) | |||
| presence/network of the lighting service in the city | % | 73.9 | 75.3 |
| fault reporting | 0-100 | 92.1 | 85.9 |
| clarity of the information provided | % | 91.0 | 84.1 |
| operator’s courtesy and availability | % | 93.4 | 86.8 |
| WATER SERVICE – SALE AND SUPPLY OF WATER – ACEA ATO 2 (Rome and Fiumicino) | |||
| water service (CIS inclusive) | 0-100 | 88.8 | 89.3 |
| ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY | |||
| technical aspects of the service | 0-100 | 97.7 | 95.1 |
| service continuity | % | 98.3 | 96.1 |
| billing | 0-100 | 86.6 | 87.3 |
| correctness of the amounts | % | 88.7 | 86.1 |
| bill clear and easy to read | % | 89.1 | 87.9 |
| fault reporting | 0-100 | 90.7 | 85,6 |
| clarity of the information provided | % | 89.5 | 82,0 |
| operator’s courtesy and availability | % | 93.5 | 89,5 |
| technical intervention | 0-100 | 70.8 | 85,1 |
| intervention speed following the request | % | 57.7 | 78,1 |
| technicians’ competence | % | 81.2 | 87,8 |
| sales toll free number | 0-100 | 89.3 | 88,6 |
| operator’s competence | % | 89.0 | 88,8 |
| clarity of the information provided | % | 88.8 | 88,0 |
| branch | 0-100 | 88.5 | 91,4 |
| operator’s competence | % | 87.8 | 90,7 |
| clarity of the information provided | % | 87.7 | 90,4 |
| WATER SERVICE – SALE AND SUPPLY OF WATER – ACEA ATO 5 (municipalities covered by OTA 5 – Frosinone) | |||
| water service (CIS inclusive) | 0-100 | 77.5 | 80.0 |
| ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY | |||
| technical aspects of the service | 0-100 | 69.3 | 74.9 |
| service continuity | % | 68.6 | 74.8 |
| billing | 0-100 | 69.6 | 72.6 |
| correctness of the amounts | % | 69.2 | 71.2 |
| bills sent regularly | % | 78.5 | 73.8 |
| fault reporting | 0-100 | 90.2 | 90.2 |
| clarity of the information provided | % | 91.5 | 89.7 |
| operator’s courtesy and availability | % | 94.0 | 93.7 |
| itechnical intervention | 0-100 | 87.3 | 86.3 |
| technicians’ competence | % | 87.7 | 88.2 |
| intervention speed following the request | % | 83.5 | 82.0 |
| sales toll free number | 0-100 | 90.7 | 91.8 |
| operator’s competence | % | 88.7 | 91.3 |
| clarity of the information provided | % | 92.0 | 90.8 |
| branch | 0-100 | 94.7 | 94.1 |
| operator’s competence | % | 95.7 | 94.5 |
| clarity of the information provided | % | 94.7 | 94.7 |
| WATER SERVICE – SALE AND SUPPLY OF WATER – GORI (municipalities in the Sarnese Vesuvian District) | |||
| water service (CIS inclusive) | 0-100 | 78.8 | 80.0 |
| ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY | |||
| technical aspects of the service | 0-100 | 79.8 | 78.5 |
| service continuity | % | 80.4 | 79.4 |
| billing | 0-100 | 74.0 | 73.6 |
| correctness of the amounts | % | 75.9 | 70.3 |
| bill clear and easy to read | % | 72.9 | 75.4 |
| fault reporting | 0-100 | 88.6 | 82.2 |
| clarity of the information provided | % | 89.5 | 82.0 |
| operator’s courtesy and availability | % | 89.0 | 84.7 |
| technical intervention | 0-100 | 84.9 | 90.5 |
| intervention speed following the request | % | 80.2 | 87.0 |
| technicians’ courtesy and availability | % | 89.5 | 93.5 |
| sales toll free number | 0-100 | 86.3 | 87.3 |
| clarity of the information provided | % | 87.7 | 89.5 |
| operator’s courtesy and availability | % | 91.7 | 90.7 |
| branch | 0-100 | 87.3 | 91.4 |
| clarity of the information provided | % | 88.0 | 92.2 |
| operator’s courtesy and availability | % | 91.0 | 93.7 |
33As regards water services, the main results of the customer satisfaction surveys carried out by Acea SpA and reported here concern the customers of the companies Acea Ato 2 (Rome and province) and Acea Ato 5 (Frosinone and province) operating in the Lazio area, and Gesesa and Gori, both operating in Campania.
34 Computer Assisted Telephone Interviewing of a stratified sample based on variables and representative of the universe of reference, following a structured questionnaire. Depending on the sample, the statistical error varies between +/- 2.3% and a maximum of +/- 4.4% and the level of significance is 95%.