That got the ISO 10004 certification da Rina Services Spa, certifying the compliance of its processes with the guidelines dedicated to the design, development and provision of monitoring and measurement services customer satisfaction. This recognition places the Roman multi-utility among the first Italian listed companies to have obtained this certification from Rina.
For over twenty years, Acea has been engaged in targeted surveys to measure customer satisfaction with the services provided by the Group companies. This process involves a framework composed of quantitative and qualitative research, which uses effective methodologies to actively listen to customer feedback. Approximately 72 thousand interviews are conducted annually, both by telephone and email.
The path to implement the ISO 10004 guidelines was started by Acea at the end of 2022, including the creation of internal training courses to deepen and spread knowledge within the Group. Furthermore, the Roman multi-utility has already adopted a company procedure which formalizes the phases of activities relating to the measurement of the customer experience and the verification of their internal application. After an audit conducted with the relevant structures, Rina issued the certification, recognizing Acea's constant commitment to constantly improving these processes.
