Our services evolve to adapt to our customers

Consumers' access to new technologies, their adoption and mass use, has completely transformed customers. More and more homes have an internet connection. This results in new habits and customs amongst consumers in their personal and professional lives and, as goes without saying, their relationships with companies.

This technological landscape has profiled a customer characterised by adjusting to the digital environment immediately and showing great mastery of social media. Better access to information facilitates decision-making.

With the aim of adapting to the new reality and improving the relationship with our customers, we are promoting the development of the digital customer experience with new value propositions, opening new customer care and service channels, and offering new computer tools that favour customer digitalisation, as well as native digital products and services.

Our progress in digitalising communications with our customers allows us to adapt to their needs. We have developed a digital ecosystem that facilitates the user experience and introduced tools such as digital billing, that currently reaches 5.80 million contracts.

The use of new technologies in customer relations also makes it easier to approach prospective customers by offering the option of contracting digitally and providing the customer with facilities to find solutions and products incorporated into the digital environment.

This ambitious digital transformation plan had a very positive impact on the market and in 2022, Endesa's status as a benchmark for digital transformation garnered the company five 2022 Customer Relationship Excellence Awards, which recognise good relationships between companies and their customers. They are promoted by the Spanish Association of Experts in Customer Relations (AEERC) and are based on 36 audits using the methodology provided by the consultant IZO, and in partnership with the executive training service provider IFAES. The awards were in the following categories:

• Best strategic project: "Best Strategic Commercial Management Project", "Best Strategic Technological Innovation Project", and "Best Strategic eCommerce Project".
• Best customer service channels "Best Relationship in Telesales", Best B2C Telephone Relationship" (for companies that deal with more than 3 million interactions per year).