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.

In 2020, the results and leaders were announced in the various markets in Portugal (referring to 2019). Gas was the leader company in the Natural Gas, Electricity and Dual sectors.

Average indexes	2019	Natural Gas					Electricity					Dual Offer
		2015	2016	2017	2018	2019	2015	2016	2017	2018	2019	2015	2016	2017	2018	2019
Satisfaction (ECSI)	7.91	7.14	7.38	7.36	7.48	7.34	7.25	7.35	7.28	7.07	7.29	7.14	7.10	7.11	6.97	7.42
Complaints	7.48	6.84	6.93	6.86	7.20	6.96	6.98	7.11	6.73	6.82	6.96	6.84	6.66	6.72	6.52	7.14
Digital presence	7.25	-	-	-	-	7.19	-	-	-	-	7.23	-	-	-	7.51
Loyalty	8.41	6.46	6.78	7.66	7.90	7.39	6.61	6.75	7.38	7.27	7.42	6.76	6.66	7.46	7.06	7.60
NPS	27.8	-	-	-	-	3.8	-	-	-	-	5.3	-	-	-	-	10.3

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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