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 organisation, activity sector and country levels.

In 2017, the results and leaders were announced in the various markets in Portugal (referring to 2016). Once again, Galp has distinguished itself as the leader in the electricity market segment.

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

8.29

6.77 6.65 6.73 8.39 6.81 6.68 - - 7.4 6.46 6.78 7.66 6.64 6.61 6.75 7.38 6.72 6.76 6.66 7.46

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).

Reputation Index

In RepTrak Pulse 2017, Galp registered an average value of 69.9, taking into consideration companies, the highest for the energy sector in Portugal.

Global RepTrak Pulse is the world's largest reputation study, measuring more than 7,000 companies from 25 industries in 50 countries, and provides important insights into market perceptions and behaviours.

Repositioning the Galp brand - Energy creates energy

In 2016, we implemented a project to reposition the brand in accordance with the current reality of the Company.

The main goal of this project is to align brand strategy with the Company's strategy, thus achieving greater brand awareness in the countries where we operate, encompassing all the dimensions of the brand, and in particular, sustainability.

As part of this project, an institutional campaign was launched highlighting the scale and scope of Galp's activities, further demonstrating:

  • the impact of these activities on the lives of people and communities;
  • our concern about implementing responsible and sustainable practices, particularly in terms of safety, environment, human capital development and financial stability.

As part of the same project, we reviewed the tone of the strategic focus, vision, mission, values and positioning, and we established a new sign-off: Energy Creates Energy.

Galp. Energy creates Energy

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