We are constantly modernizing the technical facilities for our hotline and eBOK. In 2022, in the IVR (self-service) part of the 611 111 111 hotline we added options that allow customers to access additional information, e.g. information about the process of concluding or revising a contract with ENEA, or connecting micro-installations to the grid, and changes to the contract in terms of billing for prosumers. We also added explanatory information that customers can listen to, about the Government Solidarity Shield and the submission of a declaration by customers entitled to a freeze in electricity prices or to the application of maximum prices in 2023. In eBOK, we added eApplication forms that make it easier for customers to submit instructions themselves without having to ask our consultants for details. These solutions facilitate customer service without having to contact a consultant and provide customers with 24/7 access to information. In this way, we have adapted the hotline to meet customer expectations and changes in the business and legal environment.
Communication and satisfaction surveys
To increase accessibility, customers can contact us through a number of channels, including:
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INTERNAL INDICATOR 11
To continuously improve the quality of our services, we survey customer satisfaction with services provided by Customer Service Offices and the Contact Center.
Up to 25% of customers contacting the company by phone on a given day and all customers visiting a Customer Service Office and entering into or terminating contracts or notifying any matter of complaint, via a phone connection with an automatic receive an automatic survey request by telephone to evaluate their satisfaction with how the case was handled and how engaged the consultant was. Satisfaction index is the number of persons satisfied from the service compared to all the customers who filled out all the survey correctly. The surveys are usually carried out continuously and their results are aggregated on a monthly basis.
In addition, for several years now we have conducted periodic customer satisfaction surveys (CSI) in all customer segments (households, small businesses, and medium and large enterprises). The purpose of the survey is to collect information on customer satisfaction with ENEA Group’s offer and service quality, and to learn about customer expectations. No such surveys were carried out in 2022.
In 2022, LWB and ENEA Oświetlenie conducted satisfaction surveys of their customers in the form of direct telephone interviews based on a prepared questionnaire:
- LWB Group companies contacted representatives of townships purchasing coal on the basis of the Act of 27 October 2022 on preferential purchase of solid fuel for households. The survey confirmed that customers were satisfied with the customer service level and with how the sales are transacted.
- ENEA Oświetlenie completed satisfaction surveys for 2021, focused mainly the company’s main product, operation of lighting systems. Customer satisfaction levels in this area increased to 85.1% (they were 81.7% in 2020).
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