Endesa has continued to strengthen its commitment to its customers with a range of initiatives to contribute to the social and economic development of the communities in which it operates.
Excellence Plan
The Customer Service Excellence Plan mentioned above focused on four main items in 2010:
- Reducing the time to contract gas supplies.
- Continuous improvement in customer services, especially telephone services and claims.
- Improved bills, with new functionalties for the mass market and implementation of e-billing for public authorities in accordance with established requirements.
- Better quality of data, with modelling of variables that impact overall satisfaction and improvement in customer contact information.
The results throughout the year have been very positive, particularly the following:
- The time to contract electricity managed by Endesa’s traditional sales channels has been reduced by 14%.
- Overall satisfaction with the Sales Call Centres in the mass market increased by 7%.
- Satisfaction with reading and billing in the residential segment improved by 2%.
- The company has reviewed procedures for sales, activations, quality control and contracting forms.
To ensure fulfilment of the improvements identified in the Plan, monthly monitoring is performed of 10 key indicators that can verify the impact on improvement of Endesa's sales quality.
Customer services
To offer its customers the best possible service, Endesa has an extensive customer service network and since 2003, it has had a Customer Service Excellence Plan whose main objective is to improve the leading indicators of customer satisfaction year after year.
In 2010, stability in regulation prevailed, leading to a mild decrease in the volume of customer interaction with the Company to levels prior to the last regulatory changes (monthly billing and final elimination of regulated tariffs).
The sales service channels for Major Accounts and Corporations are staffed by more than 300 personal sales managers throughout the country, with the coverage completed by a telephone hotline and Internet.
For the General Public, available service channels consist of 29 Sales Offices and 413 Service Outlets throughout the country, seven telephone hotline platforms that received nearly 18 million calls in 2010, and an online office (www.endesaonline.com) with more than 550,000 registered users who engaged in more than 8.3 million interactions during the year.
Online Initiatives
In response to new customer needs, a new initiative has been launched via Endesa online. Customers can find out information on regulatory changes, obtain detailed explanations of bills and send in queries to the EnergiaProxima site. This site contains advanced internet features such as videos and questionnaires and customers can evaluate and share its content.
Its web 2.0 features allow the inclusion of audiovisual content such as a video explaining the tariff of last resort. Users can send in queries, evaluate and share content via e-mail and social networking sites, take part in surveys, etc.
Visit Energia Proxima for more information
Endesa has also launched the Twenergy site, reflecting the company’s strategic commitment to energy efficiency. This on-line community uses web 2.0 technology to enable users to learn about energy efficiency, share experiences and advice and create their own energy efficiency plans. This on-line community uses web 2.0 technology to enable users to learn about energy efficiency, share experiences and advice and create their own energy efficiency plans.
Visit Twenergy for more information Access to Climatic Change Challenge
Customer ombudsman
Endesa’s Customer Ombudsman, unique in the power sector, is an independent figure in the company’s management structure. The role was created in 2001 by the Board of Directors to provide customers and third parties with an alternative communication channel
More information on Customer Ombudsman
Contact us For more information on Energia Proxima
Value-added products and services
Endesa has a range of value-added products and services (VAPS) designed for responsible and efficient use of energy which it supplies to private homes and small and large businesses.
Efficient products and services
1.-Spain and Portugal
One of the main drivers of the Company's value-added products and services is the Endesa Energy Efficiency Plan (PE3) which is focused on three main areas:
- Regulator management: To work jointly on developing and implementing standards, programmes and agreements focused on moderating consumption and responsible production.
- Commercial initiatives (VAPS): Products and services that help customers engage in responsible consumption.
- Communication actions To foster efficient use of energy among customers and show the company’s strong commitment to saving energy.
Endesa’s VAPS cover three clearly distinct areas:
- Distributed energy and thermal solutions.
- Photovoltaic solar energy
- Photovoltaic solar energy
- Inverter air conditioning and thermal fluids.
- Cogeneration
- Condensation boilers
- Energy efficiency
- Ilumina Plan
- Energy audits
- Condensation boilers
- Other
- Provision of electrical equipment such as resettable differentials, protection, emitters, etc.
- Electrical and gas projects
- Installations (UPS, generating sets)
- Maintenance (electricity, gas and climate control)
- Advisory and consulting services (environment, tariffs, subsidies, etc.)
The company considers that the sale of these products and services can led to energy savings that reduce demand by between 15% and 85%, depending on the product or service acquired by the customer, and that the system's load curve can be shifted towards periods of demand which are cheaper.
In communication actions, notable is the launch of the interactive website "Comunidad Comprometida (Twenergy)" aimed at becoming a world leader online on energy efficiency in Spanish.