Customer Observatory

With the opening of the free energy market, EDP seeks to improve the customer service experience for its low, medium, and high voltage customers in Espírito Santo and São Paulo, aiming to increase loyalty and company results. In partnership with Ecosocial, the Customer Observatory project explored customers’ perceptions and expectations to develop solutions that meet their needs. 

Among the implemented actions are the Communication and Relationship Plan, the Internal Customer Satisfaction Committee (CISC), a panel of strategic indicators, the Customer Service Ecosystem Map, and 12 collaborative projects with co-created actions that impact customer satisfaction. These initiatives strengthen the customer-centric culture and contribute to achieving the company’s goals.

The public is expected to react positively to the project, recognizing EDP's effort to listen and understand their needs. With the improvement in the customer service experience and the centralization of the customer in the company's operations, the project should result in greater satisfaction and loyalty, providing a more personalized and efficient service that exceeds expectations and responds innovatively to demands. The expected impact is a stronger and more satisfying relationship with the company, contributing to a more positive and engaging daily experience, focusing on loyalty, satisfaction, engagement, and internalizing the customer-centric culture, aiming to increase the Perceived Quality Satisfaction Index (ISQP).


Benefits:

• Loyalty and engagement; 
• Higher satisfaction index;
• Importance of customer-centric culture.