Sustainability report 2007 - Il Gruppo Hera

Assessment of overall satisfaction of residential customers
CSI (from 0 to 100) 2005 2006 2007
Service satisfaction index (Services CSI) 70 71 71
Overall satisfaction index (CSI) 67 67 65
Global satisfaction 70 70 68
Satisfaction with respect to expectations 66 66 63
Satisfaction with respect to ideal 65 65 62
As regards the business customer survey, in 2007, an additional segment was added,
that of large companies, as the results were available both for this segment, and the
small and medium-sized companies segment. Large companies had a very high score
both for the Service CSI, which stood at 69, and for the overall CSI, with a score of 63.
Small and medium-sized companies had a significant increase in the Service CSI, which
rose from 64 to 70, while the overall CSI was steady, at 61. On the whole, the survey
demonstrates that the management and strategic choices made regarding large
companies were correct, as shown by several indicators such as contractual conditions,
which, due to their clarity, transparency and economic advantage, reached a score of 68
points, and the sales channel, with a total score of 77.
Assessment of overall customer satisfaction for large company business customers
CSI (from 0 to 100) 2007
Service satisfaction index (Services CSI) 69
Overall satisfaction index (CSI) 63
Global satisfaction 66
Satisfaction with respect to expectations 63
Satisfaction with respect to ideal 61
The small and medium-sized companies segment increased its scores for all indicators,
including environmental hygiene, which, in any case, has the lowest score, most likely
due to the weight of the environmental hygiene tariffs, which customers consider too
high in relation to the service provided.
Assessment of customer satisfaction for small and medium-sized company business
customers
CSI (from 0 to 100) 2005 2006 2007
Service satisfaction index (Services CSI) 64 64 70
Overall satisfaction index (CSI) 61 61 61
Global satisfaction 64 64 64
Satisfaction with respect to expectations 59 60 59
Satisfaction with respect to ideal 58 59 58
Other customer listening, dialogue and involvement initiatives
In order to more closely match the needs of customers, the Sales and Marketing
Division adopted customer relations methodology which involves customers prior to
defining or redesigning new services.
This was carried out for the renewal of the Club Hera Insieme. In September 2007,
focus groups were conducted with residential customers in each province in which Hera
operates, in order to identify the high priority needs to be fulfilled through the Club. The
customers interviewed were strongly interested in issues such as energy savings and
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