Energy: Consumerism Recognizes Engie as 'Excellent Operator'

Rome, June 5 (Adnkronos) – Consumerismo, a non-profit consumer association, has awarded Engie the seal of 'Excellent Operator' in the energy market. Following an independent and impartial analysis – Engie explains in a note – the Association has assessed Engie as attentive to the respect of consumer rights, oriented towards the constant improvement of customer acquisition and caring processes, and with a careful and distinctive approach to the issues of sustainability, inclusiveness and social commitment.

The investigation lasted 3 months, during which various aspects related to Engie's daily operations were observed: the clarity of commercial offers, the quality of customer service and regularity in invoicing. During the monitoring period, several audits were performed, the documentation specifically requested for each area of ​​investigation was examined, mystery calls were made to evaluate the assistance provided to consumers and an iterative comparison was started with internal resources. Multiple corporate functions in the Retail area were involved: Marketing, Customer Service, Sales, Billing, Credit in addition to the Legal and Regulatory staff functions.

The Consumerismo investigation therefore concluded with the awarding of the 'excellent operator' mark to Engie, with the maximum score of three stars recognized to companies that, in addition to standing out for their attention to respecting consumer rights, provide organizational processes aimed at guaranteeing forms of corporate social responsibility and certification of their commitments. Among the actions implemented, a strong orientation towards continuous training of all stakeholders, the verification of suspicious calls for the prevention of abuse and unfair practices, monitoring and analysis of the customer journey in order to offer a personalized and proactive service.

In conclusion, the analysis shows "a corporate culture strongly focused on caring for relationships and on the balance between procedural rigor and human attention, with direct benefits on the quality perceived by the consumer".

“At a time when trust between citizens and large companies seems to be wavering, we strongly believe in the need to build solid bridges between those who produce services and those who use them every day. Being independent is not just a choice, but a method: it allows us to observe, analyze and communicate with companies in a transparent way, without prejudice. Sustainability, respect for consumers and a healthy working environment cannot be entrusted to cold automatisms or evaluated by algorithms. They are the result of real, human and shared choices. With Engie we have found an open interlocutor ready to accept not only regulatory, but above all human indications: this rating aims to analyze and enhance the respect of operators towards consumers, not only from a legal and regulatory perspective, but above all from the perspective of the human relationship between consumer and operator. Our goal is and will remain to enhance companies that operate for a fair profit”, says Luigi Gabriele, president of Consumerismo No Profit.

“We decided to submit ourselves to the evaluation of an independent and esteemed association such as Consumerismo to have external feedback and an authoritative certification on the quality of our customer management processes, consistently with our high attention to their satisfaction and our commitment to continuously improving our services – says Flavia Lenzi, Head of Marketing & Customer Service of Engie Italia – Obtaining the seal represents for us a further confirmation of the positive feedback we collect every day, highlighting Engie's ability to respond to customer expectations with transparency, quality and reliability. Today we can boast over a million customers in Italy and a widespread presence along the entire energy chain, from production to distribution. The retail segment remains a strategic pillar of the company and we firmly believe that our customers are also important players in accelerating the country's energy transition. Our task is to support them on this journey with services and solutions that always put their needs at the center, so that sustainability becomes simple, accessible and desirable”.