-
GRI 3-3,
-
INTERNAL INDICATOR 11
We welcome contacts from our Customers. Selected companies have special call centres, Customer Service Centres, electronic Customer Service Centres and chatbots. Customers can use our websites and contact us via e-mail. We are also present in social media (Facebook, YouTube, LinkedIn, Twitter, Instagram).
In 2023, we recorded 12 videos to help Customers obtain information about our products and services. The videos were part of the Online advisor project. More videos are on their way. The recordings are available on enea.pl (Customer Service and Contact next to selected questions) and at @TwojaEnea on YouTube.
On enea.pl, our new and existing Customers can use eForms to make statements about concluding a G tariff agreement. Work is on the way to enable logging in with one login to eBOK, Shopping Zone, on-line agreement platform etc.
In July 2023, Enea launched chatbots and voicebots that service almost 10% of the total Enea Infoline traffic with no need for directing the call to a consultant. We continue to enhance these solutions.
We keep developing the Enea Group’s internet site and tailoring it to our Customers’ needs. We enhance IT security as well as modify the interface and presentation of the content so as to support the sales of our products even more effectively and guarantee top Customer service. We are making our website more accessible to the disabled, so as to make it WCAG AA compliant (we ensure the right contrast and font choice).
To better communicate with and more efficiently serve our Customers, we have started work on launching a mobile application for smartphones and tablets. We carried out necessary work, developed a functional and technical design. We have also started work on graphic design and the app prototype.
- In 2023, Enea SA carried out Customer satisfaction surveys, both among individual and industrial Consumers. The Customer Satisfaction Index (CSI) was 65.8. The company also verified the quality of service – the mystery shopper research programme gave a result of 83 percent.
- IVR surveys help us verify the satisfaction rate among Customers calling our helpline. We check satisfaction with the way the query was handled and the work of Contact Centre’s and the Customer Service Centre’s consultant. The conclusions drawn from the surveys help us improve the quality of service. We analyse complaints and related statistics – this way we identify Customers’ needs and draw up procedures to better meet our Customers’ expectations.
In November 2023, we underwent an external audit of compliance with Good Practices of Electricity and Gaseous Fuel Sellers, that included a catalogue of actions of reliable electricity and gaseous fuels sellers for households. As the result of the audit that covered compliance, Customers service, contracts and complaints, Enea SA was granted a certificate confirming applying standard arising from Good Practices of Electricity and Gaseous Fuel Sellers.