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Quality and innovation in the provision of services and products

Promotion of high quality services and the ability to meet customer expectations through good communication and marketing practices (including data protection) and new digital services.

Performance 2020

940,000 

suscriptions at the Bollett@mail service
(+ 75,3% compared to 2019)

95.4%

Call center satisfaction index of A2A Energia

7.8

Satisfaction index for municipal sanitation services of Amsa (Milano)

 7.95

satisfaction index for municipal sanitation services of Aprica (Bergamo)

Customer satisfaction after a call to the call centre (% on assessments recorded)

Actions

  • Promoted new offers for the sale of green energy, energy efficiency and sustainable mobility products and services for our energy and mobility customers 
  • Also continued in 2020 the process of digitalizing billing tools for customers
  • Launch of the online quiz “PensoGreen” designed primarily for families with children, to promote the culture of sustainability between our consumers
  • Implemented the “Bergamo più green” offer for all buildings with a central heating system that can be connected to the district heating network in the development areas. New customers are offered free of charge the realization of all connection works, including the installation of the heat exchange substation and its heat exchanger and the reconnection to the existing secondary system
  • Available on the website of A2A Ciclo Idrico the new online booking service for the counters. to avoiding queues and waits, and therefore assemblages
  • Promoted numerous campaigns to raise awareness of separate collection (the communication campaign to improve the quality of plastic collected in Milan; the campaign on the correct disposal of packaging cartons; the information campaign on the damage caused by cigarette butts abandoned on the ground

General indicators of the emergency service

2020 Standard A2A Ciclo Idrico ASVT
    Cases that comply with the standard % Actual average time Cases that comply with the standard % Actual average time
Response time to emergency call ≤120 seconds 91.55 64 sec 93.34 % 52 sec
Arrival time at the place of emergency call 3 hours 97.48 1:19 (h:mm) 100 % 0:47 (h:mm)

SUSTAINABILITY PLAN AND POLICY

Digital
Circular Economy
Governance
People Innovation
Energy Transition

Green energy - end-use energy efficiency

Contribute to the reduction of emissions of end customers through the sale of green energy and the development of energy efficiency measures for public and private real estate assets.

KPI Year 2020 Year 2022 Year 2026 Year 2030 ID Termine
Green energy sold to the market (TWh) 3.9 5.7 10.3 16.0 990 938
Loyal customers with energy efficiency services of total 1.4% 2.3% 10.2% 18.6% 990 938

Sustainable mobility

Develop sustainable internal and external mobility solutions.

KPI Year 2020 Year 2022 Year 2026 Year 2030 ID Termine
Cumulative avoided emissions 21-30 - Emoving (t) - 6 151 674 990 938
Number of electric charging points - cumulative 21-30 - 650 3,254 6,062 990 938

Quality

Maintain high quality standards of the services supplied by keeping high customer satisfaction levels.

KPI Year 2020 Year 2022 Year 2026 Year 2030 ID Termine
Digital contacts of total customers 21% 30% 31% 37% 987 938
Number of supplies bollett@mail Market BU (k) 1,046 1,496 3,244 4,886 987 938

Sustainable Development Goal

AFFORDABLE AND CLEAN ENERGY

Ensure access to affordable, reliable, sustainable and modern energy

INDUSTRIES, INNOVATION AND INFRASTRUCTURE

Build resilient infrastructure, promote sustainable industrialization and foster innovation

SUSTAINABLE CITIES AND COMMUNITIES

Make cities inclusive, safe, resilient and sustainable

CLIMATE ACTION 

Take urgent action to combat climate change and its impacts

Our concept of sustainability

Find out about A2A Sustainability delving into
the different dimensions of our model.