Focusing on the customer

The first macro objective 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 macro objective 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 (increased ability to solve problems via call centres, interventions on infrastructures, reduction in fault repair times, etc.).

Our two fronts of action for responding to the expectations of our customers proceed along parallel lines. On the one hand we are constantly innovating our businesses and their impacts, measured through specific quality factors, and on the other we are committed to providing end users with an adequate channel of communication.