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1H Results 2005 Strong growth in all businesses. The Endesa Experience of the Ombudsman. March 2010. Index. Data on complaints handled by Endesa Customer Ombudsman: principles of action, objectives and procedures Claims resolved by the Ombudsman in 2009 Other activities carried out

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1h results 2005 strong growth in all businesses

1H Results 2005 Strong growth in all businesses

The Endesa Experience of the Ombudsman

March 2010


Index

Index

  • Data on complaints handled by Endesa

  • Customer Ombudsman: principles of action, objectives and procedures

  • Claims resolved by the Ombudsman in 2009

  • Other activities carried out

  • Recommendations made by the Ombudsman

  • Perception of the customers who have requested the Ombudsman's intervention


Data on complaints received by endesa

Data on complaints received by Endesa

2008

2009

Variation

11.620.272

11.653.525

+0,28%

Nº Customers

307.708

765.756

+148%

Nº complaints

2,64%

6,57%

+148%

Complaints vs contracts

14.001

13.581

-3%

Recurring complaints

+355%

Unresolved complaints

6.059

(1,96%)

27.583

(3,60%)


Service channels that endesa makes available to its customers

Service channels that ENDESA makes available to its customers

Attends all issues related

to customer service: contracting

services

meter readings, changes, etc.

  • Three call centre platforms

  • Capacity to attend to more than

    10M calls p.a.

  • Operators: 1,500

Call Centre

Network of customer service offices staffed by personnel from outside ENDESA, located throughout the country in order to get closer to the customers

  • 432 on home territory

  • Almost 3M contacts with customers

Service Points

  • 43 offices on home distribution territory

  • Approximately 1M contacts with customers

Network of customer service offices staffed by own personnel

Sales

Offices

Virtual office accessible via the corporate website in which customers can carry out personalised procedures

  • More than 100,000 registered customers

  • 1 million transactions p.a.

Endesa Online


Complaints received

Complaints received

Complaints received: 765.756

Gas

Electricity-

Free Market

96.135

123.787

Electricity – Last Resource Tariff

141.608

401.266

Electricity- Distribution


How endesa handles complaints

How ENDESA handles complaints

  • Defines criteria and procedures.

  • Control and follow-up of overall complaint handling process.

  • Coordination with Regional Complaints Units.

Central Complaints Unit

CCU

Regional Complaints Units

RCUs

  • Specialist complaints management team.

  • Located in each Company region (5).

  • Handle complaints directly or with those involved in the processes.

  • Follow-up and control of the entire process in the region.


Why have a customer ombudsman

Why have a Customer Ombudsman?

  • Endesa is the only company in the Spanish energy sector with a Customer Ombudsman.

  • Endesa’s Customer Ombudsman became active in November 2002.

  • The Ombudsman works independently of the Company's management team.

  • He offers an additional means of dialogue in connection with the services offered in the Spanish market.

  • The Customer Ombudsman's decisions are binding for Endesa.


Customer ombudsman principles of action

Customer Ombudsman: principles of action

  • The Customer Ombudsman is governed by the principles of independence, conciliation, justice and fairness.

  • The following are excluded from the Ombudsman's remit:

    • Business outside Spain.

    • Corporate relations with shareholders.

    • Corporate relations with employees.

    • Cases to be decided by judicial authorities, public administrations or other legal or regulatory bodies.

  • The Ombudsman handles direct complaints from affected customers and indirect complaints from third-party representatives (consumer associations, etc.).


  • The customer ombudsman two main goals

    The Customer Ombudsman:two main goals

    • Restore trust between the customer and the Company, thus avoiding cases going to court and aggravating differences between the two parties.

    • Promote changes aimed at improving Company procedures with regards to quality of service.


    Action procedure

    Action procedure

    2 months


    Actions carried out by the customer ombudsman in 2009

    RESULTS SUMMARY

    Actions carried out by the Customer Ombudsman in 2009

    Complaints received: 1765

    Type of complainant

    +92%

    Trade 3%

    Services 3%

    Others 1%

    789

    Out of scope

    975

    Yes Scope

    Domestic customers

    93%

    Intermediaries

    Consumer

    Assoc. 13%

    Others 1%

    No Intermediary

    86%


    Type of complaint

    Type of complaint

    2%

    Others

    17%

    Measurement

    1%

    New supply

    0 €

    56%

    Billing

    < €300

    €300 – 600

    > 3.000€

    25%

    Quality of supply

    > €6,000

    Type of complaint

    Requested amounts


    Two ways mediation and resolution

    Two ways: Mediation and resolution

    80% of the complaints are resolved by means of mediation.


    Resolutions issued by the ombudsman

    Resolutions issued by the Ombudsman

    Total Resolutions: 202

    Financial compensation not requested

    Financial compensation requested

    In favour of the customer

    Partially in favour

    Unfavourable


    Other activities

    European Energy Ombudsmen Group

    Other activities

    European Commission: Citizens Energy Forum

    Industry:

    Unesa & Energy Companies

    Training: 20 Workshops a 500 employees on mediation and communication skills.

    Institutional Relations

    CNE, Instituto Nacional de Consumo, Consumer Associations, Direcciones Generales de Energía, etc.


    Recommendations issued by the ombudsman

    to improve transparency of customer services: in the free market, in the treatment of repeated complaints and to improve service channels.

    related to Rights and Obligations in accordance with current legislation (published on the website of Endesa), regarding the responsibilities of clients in relation to their own facilities, and their rights in the demand of new supplies.

    related to meter reading, billing and collection processes: turnover of individual cases (cumulative or erroneous billings), cutting and handling of complaints, including registration, control and monitoring.

    related to quality of supply complaints to improve operating procedures in their management (technical visits and survey) and incidents caused by third parties

    Recommendations Issued by the Ombudsman

    11

    4

    8

    5


    Customers perceptions

    Customers' perceptions


    Customers perceptions1

    Customers' perceptions

    Service received is what they value most.

    Administration and response time is what they value least.

    75% believe that the Ombudsman improves the Company's image.

    Customers whose complaints have been handled via a mediation process are the most satisfied.


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