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Quality

Policy and sustainability plan

Circular economy

Decarbonisation

Smartness in networks and services

People innovation

Quality

To maintain high quality standards of the services supplied by keeping high customer satisfaction levels

KPI 2017 2018 Obiettivo piano 2023
Total CSI of "Reference multi-client
customer satisfaction" of CERVED
Databank for customers of A2A Energia
Domestic gas
90.1
(national average
89.4)

Domestic
electricity
91.2
(national average
89.7)
- national average
and never < 90%
CSI for Call Center A2A Energia 95.7 (national
average 93.2)
98.1 (national
average 92.3)
> sector national
average

Sustainable development goal

RESPONSIBLE CONSUMPTION AND PRODUCTION

Ensure sustainable consumption and production patterns

Material issues

2018 Performance

3,096

applications for adhesion to Water Bonus

3.4

million of inhabitants served for environmental hygiene

433,000

 adhesions to Bollett@mail

>7

satisfaction index of all waste collection services of Amsa and Aprica

Customer satisfaction on call centre operations

Actions

  • New energy offers and contract channels: PERFETTA2A and SPAZIOA2A
  • New offer for district heating "warm house even at night".
  • New service "ask for a refund" by A2A Energia
  • Customer Satisfaction investigations: Linea Green, A2A Energia, APRICA, AMSA
  • A2A Calore e Servizi partner of the first smart distric of the Municipality of Milan for the district heating

Discover the other actions of Smartness networks and services pillar