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Quality

Policy and sustainability plan

Circular economy

Decarbonisation

Smart Solution

People innovation

Quality

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

KPI 2018 2019 Obiettivo piano 2024
CSI Total (Cerved) - Customer Satisfaction Index

93.3
(national average
92.0) Domestic
electricity 91.7
(national average
91.1)
 

Domestic gas
93.3
(national average 92.0)

Domestic electricity
91.7
(national average 91.1)

n.d.* > national average
and never < 90%
CSI Call Center A2A Energia (first half of the year) - Customer Satisfaction Index 98.1
(national average 92.3)
n.d.* > sector national average

* the data of 2019 is not yet available

Sustainable development goal

SUSTAINABLE CITIES AND COMMUNITIES

Make cities inclusive, safe, resilient and sustainable

MATERIAL ISSUES

Performance 2019

5,849

requests to adhere to the social water bonus or water bonus

 

3.4

million citizens served for municipal sanitation services

 

>536,000

adhesions to the Bollett@mail service (+ 24% compared to 2018)

 

15,000

adhesions to the new A2A Ciclo Idrico Bollett@mail service

 

98.7

customer satisfaction on the services at sales counters of A2A Energia

>7

 public satisfaction of the waste collection service of Aprica

7.8

public satisfaction of Amsa’s services

93%

satisfied customers of Spazio A2A

Customer satisfaction on call centre operations

Actions

  • Realization of the campaign “I choose separate collection” by Amsa, which aimed to make all citizens aware of the adoption of conscious lifestyles in everyday life
  • Amsa “un sacco etnico” project has been realized to raise awareness of 100 ethnic restaurants in Milan on recycling
  • The anti-fraud toll-free number activity continued, with 2,137 calls received (none of which to report unfair commercial practices by A2A)
  • New services of A2A Energia: "Plick", "Energy Check-Up", "Solare A2A" and "Più Fotovoltaico";
  • New tools and channels of contact and assistance (Bolletta Free, chatbox, Spazioa2a)
  • Customer satisfaction and customer experience surveys of A2A Energia, Linea Più, Aprica and Amsa
  • Introduction of the Bollett@mail for the Integrated Water Service
  • New layout for ease of reading the bills of A2A Calore & Servizi, A2A Ciclo Idrico and A2A Smart City

Discover the other actions of Smart Solution pillar