As part of its customer orientation strategy, ENGIE Energía Perú conducted the 2021 Satisfaction Survey in order to know the level of satisfaction of its customers in an objective manner. Likewise, in order to identify the strengths of the service provided by the company, as well as opportunities for improvement.
The survey was directed at executives of client companies and revealed that, for the second consecutive year, 91.4% of the clients surveyed were satisfied with the service they received. It also revealed that 96.1% consider the company to be a solid and reliable company; 94.4% see the company as committed to the environment and 97% consider it to be an ethical and socially responsible company.
On the other hand, it was identified that 100% of the respondents are very satisfied with the ease of communication and the quality of information they receive from ENGIE’s Control Center. In addition, 88.9% are satisfied with the agility in attending to requests and/or problems, and 96.1% highlight the timely communication of maintenance and/or programmed activities that affect electricity consumption.
In relation to whether they would recommend ENGIE, the company obtained a 65.1% Net Promoter Score (NPS), which means that the majority of those surveyed would recommend the generator, thus evidencing the level of trust that its customers have in the company. It should be noted that the company has an annual NPS goal of no less than 50%.
On the other hand, those surveyed not only highlight ENGIE’s work in activities such as: support for the surrounding communities, environmental care programs, and the promotion of renewable energy, among others. They also value the response time and/or information in response to the requests they make, the agility in dealing with queries/claims, the flexibility in any negotiation process and the personalized attention provided.
It is worth mentioning that ENGIE hired Datum International who conducted the survey through online and/or telephone interviews with a structured and standardized questionnaire provided by the generator. All responses collected are treated confidentially. For the survey, 56 client companies were surveyed out of a total of 113, which represents a total participation rate of 50%.