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Operating efficiency

Efficiency and quality in management for better service

We seek efficiency in management to provide a better service to customers, by making innovations in supply and in our products, services and customer care.

Aligned with the Sustainable Development Goals

SDG 9: Industry, innovation and infrastructure
SDG 11: Sustainable cities and communities

One of the main pillars of our sustainability plan is the promotion of efficiency and quality in all areas of our activity and especially in the services we provide to our clients. To do this, we strive to integrate innovation into all our processes, so as to improve the quality and security of electricity supply, offer better products and services, promote excellence in commercial services and facilitate access to electricity.

 

Quality and safety of the electricity supply

We work to continuously improve our distribution infrastructure to ensure the quality of the electricity supply: maintenance work, renovation of facilities and an increase in the degree of automation of the high and medium voltage network.Occupational safety and health for professionals and contractors is one of our priorities. Therefore, we promote well-being and foster a culture of prevention in all the activities carried out through the Joint Prevention Service: an important tool that allows all professionals, regardless of their geographical location or activity, to carry out their activities safely.

Quality in customer service

ENDESA has a Commercial Service Excellence Plan, in order to offer our customers the best possible service and improve the main indicators of customer satisfaction year after year.

The customer occupies the central place in our business model, and therefore it is essential to measure the customer experience. To gauge consumer satisfaction, in 2019 more than 65,000 telephone interviews and 300,000 online customer surveys were conducted in Spain.

As a result of this measurement, we have verified that, for the tenth consecutive year, we lead the electricity sector in mass customer satisfaction. We also obtain good results on satisfaction with the information that we give during the signing up process, the simplicity of the sign-up procedure and advice, both during registration and the contract modification process.

New services for our customers

At Endesa, we put sustainability at the centre of our business model to create social, environmental and economic value. In the midst of a revolution in the energy paradigm, we are adapting to the demands of society with a vision based on decarbonisation, electrification and digitalisation that can be summarised in the formula sustainability = value.

We are working to develop innovative products and digital solutions in the areas in which energy is currently bringing about the greatest changes: cities, housing, industry and electric mobility. The services that we offer are aligned with those sectors:

  • E-City: in the urban sphere we focus on the possibilities of digitalisation to contribute to the creation of cities equipped with intelligent systems capable of ensuring more efficient, economical and personalised services that meet the demands of the public.
  • E-Industries: we want to engage commercial and industrial consumers in the energy transition by helping them to save on costs and monetise their flexibility through innovative, sustainable solutions.
  • E-Home: we offer products to improve energy efficiency and bring home management services to residential consumers, creating a sustainable ecosystem to which all can have access. This area offers air conditioning, solar photovoltaic and smart home products.
  • E-Mobility: we promote sustainable mobility; that is why we are working on the evolution of technology and on a public access charging infrastructure plan. We plan to install 8,500 charging points in Spain in the next 4 years.

 

Access to energy for vulnerable customers

We are committed to combating energy poverty and we have numerous actions and initiatives aimed at families in this situation. For this reason, customer service for those who are suffering from energy poverty has become a priority action line for the company.

We are keeping the agreements signed since 2014 with local and regional administrations and third sector entities in force so as to avoid cutting off the power to customers living in energy poverty who are certified by social services. As a result of these agreements, in 2019 we attended to 80,783 requests from vulnerable customers with difficulties in paying their bills.

In 2019 we renewed our cooperation agreement with the Red Cross to protect and guarantee the supply of energy to the primary residences of vulnerable individuals and families and prevent their supply of electricity or gas from being suspended for not paying their bills.

Continue reading about Sustainability Plan

Inclusion of local communities

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