|Distribution of electricity||12, 314 million users, 102.901 GWh supplied|
|Marketing of electricity||11,016 million customers, 93.490 GWh sold
|Marketing of gas||1,538 million customers, 78.129 GWh sold|
We have a Commercial Excellence Plan in place with the aim of offering our customers the best service possible and improving customer satisfaction indicators each year.
|Leader in customer satisfaction compared to the competition (2% better)|
|18 million phone calls answered by the Telephone Response Centre|
|The only company in the sector with an independent Customer Ombudsman|
|11% reduction in the average waiting time in offices and service points|
|5% increase in customer satisfaction with the telephone response centre|
We believe in innovation and the development of new products and services as the key elements for adapting to our customers’ requirements. Therefore, our aim is to ensure our customers receive products and services through our large portfolio that enables us to position ourselves as a leading company in areas such as energy efficiency, electric mobility, digitalisation or the development of commercial solutions based on renewable energies.
To this end, we shall be investing over 242 million euros over the 2016-2019 period in the development of these energy solutions.
|Energy efficiency||consulting and advice, energy audit, public lighting, technological improvements|
|Sustainable mobility||e-mobility, electric urban transport, natural gas vehicles|
|Renewables||photovoltaic, solar thermal, hot water, congeneration system|
|Digitalisation||electricity installations, gas installations|
|Maintenance||electricity installations, gas installations|
|Heating/cooling||air conditioning, heat pump, condensation boiler, industrial projects|