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Objectives and performance

Objectives and performance
What we said we would do...What we have done...
Ensure call centre waiting time of no more than 40 seconds for households and no more than 25 seconds for companies in 2011. Limit calls with waiting time of over 2 minutes to 9% for households and 4% for companies.Call centre waiting times were 37 seconds for residential customers and 28 seconds for business customers. Calls with waiting time of over 2 minutes accounted for 11% for residential customers and 6% for companies.
Ensure branch waiting time of no more than 14 minutes in 2011 and reduce contacts with waiting time of over 40 minutes to 7%.In 2011 the average waiting time at branches was 10.5 minutes. Contacts with a waiting time of over 40 minutes accounted for 5% of the total.
Further renovate the branches in 2011, adopting the new Group layout.In 2011, three additional fast track branches were renovated and a new branch was completed.
Guarantee compliance with specific commercial quality standards for gas and electricity services, and the standards set forth in the approved Service Charters, in 98% of cases.The percentage of compliance with specific standards was 98.8%, compared to 98.6% in 2010.
Improve response times to complaints, guaranteeing compliance with the response time set by the AEEG in at least 94% of cases.The claims response time set by AEEG (40 calendar days) was respected in 91.9% of the cases, compared to 86.1% in 2010.
Continue to promote delivery of electronic bills: in 2011, increase by 50% the number of customers who use this service.Customers receiving the electronic bill increased by 65% compared to 2010 (38,832 compared to 23,528).
Carry out specific actions to improve contact between technical operations staff and customers.Four areas for intervention were identified and carried out, and for the first time, a customer satisfaction survey regarding contact with Hera’s technical operations staff was conducted. The survey results show a high level of satisfaction, higher than 70.
Continue information/training activities for consumers’ associations and implement a dedicated contact channel in all areas.In all areas, a dedicated channel was opened for consumers’ associations, with the aim of managing reports and preventing disputes between the company and customers. In 2011, this dedicated channel handled 365 cases.
Draw up a guide for reading and understanding the bill.The guide “How to read the bill and other useful information” was distributed to the public in October 2011, with the approval of nine consumers’ associations.
Publish the In buone Acque (“In good water”) report ahead of schedule and expand its content.The In buone acque (“In good water”) report was published in August, one month before it was published in 2010, with an updated graphic design and contributions from Federutility, Arpa, Romagna Acque, Last Minute Market and Inran.
We shall...
  • Ensure call centre waiting time of no more than 40 seconds for households and no more than 25 seconds for companies in 2012.
  • Ensure average branch waiting time of no more than 12 minutes in 2012. Ensure average waiting time of less than 5 minutes for small business customers at the eight main branches.
  • Guarantee compliance with specific commercial quality standards for gas and electricity services, and the standards set forth in the approved Service Charters, in 98.5% of cases in 2012.
  • Ensure a response within 120 seconds for 95% of calls to the gas service emergency number in 2012.
  • Improve response times to complaints, guaranteeing compliance with the response time set by the AEEG in at least 95% of cases in 2012.
  • Continue to promote delivery of electronic bills: in 2012, increase the number of customers who use this service by 40%.
  • Continue to promote the quality of tap water with additional information initiatives in 2012.
  • In 2012, plan actions to improve the readability and clarity of the bill and work estimates.
  • Improve the usability and content of the Her@ on-Line website, and in 2012 plan new services to provide online.
  • In 2012, create a website section dedicated to consumers’ associations.