Focusing on the customer

Data as at 31 December 2019

The first pillar of our 2020-2024 Sustainability Plan is dedicated to our customers, because we are on the front line in the management of public utility services that are essential for people’s lives. Our aim is to achieve an increasingly efficient and top quality management of our businesses.
The first pillar therefore speaks directly to our customers committing us on two fronts:

• improvement of communication, by strengthening both digital and traditional contact channels consistent with our values;
  
• improvement of the commercial and technical quality of our services (increasing our ability to solve problems via call centres, expanding our water treatment capacity, reducing repair times for water faults, etc.).