ENGIE Energía Perú presents the results of its 2019 Satisfaction Survey.
ENGIE Energía Perú presents the results of its 2019 Satisfaction Survey.
  • 56.5% of customers are loyal to the company to the point of recommending it.


  • 91.6% of respondents see ENGIE as an ethical and socially responsible company.


As part of its customer-focused strategy, ENGIE Energía Perú conducted its 2019 Satisfaction Survey with the support of Datum International, with the purpose of obtaining an objective evaluation of the level of satisfaction of its customers. In this way, the company will be able to identify areas of strength in the service, as well as determine opportunities for improvement.


The survey was directed at executives of client companies and revealed that 90.4% of the clients surveyed were satisfied with the service they received. On the other hand, within the main scopes of the survey, it was identified that, in 2019, 97.9% of respondents saw ENGIE as a solid and reliable company, and 91.6% as an ethical and socially responsible company. Alongside this, 84.2% see ENGIE as a carbon neutral oriented and environmentally committed company.


On the other hand, in relation to its Net Promoter Score (NPS) rating, the company obtained 56.5% in terms of customer loyalty, which implies that they would recommend ENGIE to another company or a colleague. It should be noted that the company has an annual NPS goal of no less than 50%. It is important to note that 57.1% recognize the company, above its competitors, as a leading company in the category of clean energy supplier.


On the other hand, 87.2% of those surveyed were very satisfied with the ease of communication with their Single Point of Contact, as well as with the clarity of the information provided in response to their requests and/or needs (89.4%), while 87.1% were very satisfied with the speed with which requests and/or problems were dealt with.
In addition to this, respondents not only highlight the work carried out by ENGIE in activities such as: supporting the surrounding communities, environmental care programs, 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 some negotiation process and the personalized attention provided.


Online and/or telephone interviews were used for this survey, and the responses collected were treated confidentially. Likewise, a structured and standardized questionnaire was applied, provided by ENGIE Energía Perú, which allowed having the necessary information for the evaluation. For this purpose, 57 client companies were surveyed out of a total of 76, which represents a total participation rate of 75%.