EPAL takes pride in providing its customers with a first-class water service!
EPAL - Empresa Portuguesa das Águas Livres, returned to first place in the BECX (Best European Customer Experience) sector ranking, a study that evaluates the customer satisfaction and experience level, carried out every year by the Portuguese Association for Quality and Nova IMS of the University of Lisbon.
The news were received with great enthusiasm and, for the President of EPAL, Carlos Martins: 'This achievement demonstrates the commitment of all the professionals to excellence in customer service, in terms of tap water quality, the reliability of the service, the diversity of payment methods and the effectiveness of the communication channels. We would like to say a special thank you to our customers for their trust.'
In addition to high scores in most variables, EPAL retained absolute 1st place in the BECX Study in 2 categories: 'Contact Channels' and 'Incidents'. EPAL scores higher in these categories than all the participating Utilities, proving its unequivocal leadership in customer satisfaction, with the diversity and effectiveness of the contact channels, as well as the ability to fulfil positive experiences and reduce negative ones, obtaining a good overall experience evaluation last year.
The President of EPAL said: 'It is with great satisfaction that we see EPAL recovering its best position, returning to 1st place in the sector ranking, in over a decade (since 2008), when benchmarking studies began at national level'.
In the central index of the BECX 'Customer Experience' study, EPAL moved up in 'Effort' to solve customer problems and in 'Emotions', now totalling 5 categories with the highest score.