Monitoring client satisfaction

At Galp, we continuously develop a process for monitoring and tracking the expectations and needs of our clients. Our aim is to ensure that the supply of products and services is appropriate and satisfies our consumers.

European Customer Satisfaction Index

We use the ECSI - European Customer Satisfaction Index (in Portugal, the National Customer Satisfaction Index), a system that measures the quality of goods and services available in the national market through customer satisfaction.

This tool, besides providing an evaluation of the various products and services, in terms of image, expectations, loyalty, satisfaction, etc., also provides a platform for comparison at the organization, activity sector and country levels.

In 2018, the results and leaders were announced in the various markets in Portugal (referring to 2017).

Average indexes Fuels   Bottled Gas   Natural Gas (regulated market)   Natural Gas (liberalised market)   Electricity   Dual Offer  
  2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018
Satisfaction (ECSI) 7.37 7.38 7.43 7.51 7.42 7.91 7.87 7.97 7.75 7.41 7.49 7.15 - - - 7.42 7.14 7.38 7.36 7.48 7.27 7.25 7.35 7.28 7.07 7.1 7.14 7.1 7.11 6.97
Image 7.67 7.68 7.73 7.81 7.55 8.18 8.07 8.19 7.92 7.68 7.72 7.41 - - - 7.73 7.48 7.73 7.53 7.75 7.7 7.75 7.72 7.47 7.60 7.51 7.58 7.58 7.37 7.23
Expectations 7.58 7.62 7.6 7.65 7.53 8.1 8 8.01 7.83 7.55 7.71 7.43 - - - 7.8 7.45 7.69 7.67 7.73 7.51 7.51 7.58 7.40 7.53 7.62 7.66 7.64 7.56 7.25
Perceived quality 8.17 8.16 8.17 8.21 8.16 8.24 8.2 8.2 8.08 7.90 7.75 7.46 - - - 7.64 7.58 7.7 7.52 7.75 7.7 7.75 7.74 7.54 7.53 7.65 7.58 7.55 7.42 7.31
Perceived value 6.45 6.45 6.49 6.86 6.45 6.54 6.51 6.73 6.51 5.84 6.49 6.14 - - - 6.34 6.15 6.49 6.26 6.44 6.4 6.33 6.58 6.41 6.23 6.21 6.31 6.23 6.20 5.69
Complaints 6.86 6.79 6.77 6.86 6.36 7.22 7.04 7.12 6.98 6.66 7.16 6.77 - - - 7.17 6.84 6.93 6.86 7.20 7.04 6.98 7.11 6.73 6.82 6.89 6.84 6.66 6.72 6.52
Trust - - - - - - - - - - - - - - - - - 7.72 7.63 7.88 - - 7.79 7.56 7.59 - - 7.39 7.43 7.23
Loyalty 6.48 6.61 6.73

8.29

7.96 6.77 6.65 6.73 8.39 8.04 6.81 6.68 - - - 7.4 6.46 6.78 7.66 7.90 6.64 6.61 6.75 7.38 7.27 6.72 6.76 6.66 7.46 7.06

Scale: 1 (weak) - 10 (strong). From 6 the customer is considered as being satisfied.

The ECSI index is prepared at the national level by the Portuguese Quality Institute (IPQ), the Portuguese Quality Association (APQ) and the Nova University - NOVA Information Management School (NOVA IMS).

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