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Sustainability

Customer Centricity

We manage all business and product development holistically to meet all of our customers’ demands and expectations.

Enerjisa Enerji strives to ensure that a customer focused culture is adopted by all its operational units to advance the quality of the service it provides to its customers. Providing uninterrupted energy to our customers by adopting a customeroriented approach and operational excellence lies at the core of our business model. As a result, we focus on customer satisfaction with the best applications and manage all business and product development processes to meet our customers’ demands and expectations.

CUSTOMER SATISFACTION AND FOCUS

We offer the best services, create new applications and make new investments in line with our customer-oriented approach.

Customers are at the center of our business model. We continuously improve to meet our customers’ ever-changing expectations and needs. We offer the best services, create new applications and make new investments as part of efforts to put the customer first.

Our customer satisfaction and communication efforts are reflected in our internal policies and are managed in accordance to international standards, such as the ISO 10002 Customer Satisfaction Standard. In accordance with ISO 10002, our employees are trained to respond to customer expectations in the most appropriate and efficient way

We measure customer satisfaction regularly. The results of the monthly quantitative Customer Satisfaction Survey (CSAT) and Net Promoter Score (NPS) are shared with all stakeholders through the Customer Experience Committee, which includes the Company’s senior management.

Thanks to the end-to-end customer satisfaction model we launched in 2018, we measure real-time customer satisfaction at 45 customer touch points. We measure customer satisfaction in four journeys which are retail sales, distribution, relocation and M2C (meter to cash).

In 2020, we collected more than 50,000 instances of customer feedback per month with the system that we put into use to accurately measure our customers’ experience. We analyze the results, prioritize issues by importance and create projects to improve our customer service processes.

NPS is measured by an independent research company and 3,500 customers per month are reached to measure NPS.

The improvement trend both in our CSAT and NPS scores continued in 2020, thanks to the initiatives we have been undertaking to improve customer experience.

CUSTOMER INFORMATION SECURITY

We take every precaution necessary to ensure the confidentiality and security of customer information at the highest level within the framework of applicable legislation. We implement the measures and actions set by our policies.

The amount of data we are processing, transmitting and storing is growing exponentially with digitalization. As part of our responsibility to provide a public service, we must ensure the confidentiality and security associated with managing larger amounts of customer data.

We take every precaution necessary to ensure the confidentiality and security of customer information at the highest level within the framework of applicable legislation. We implement the measures and actions set by our corporate policies.

We possess the ISO 27001 Information Security Management System certificate. Our Personal Data Protection Committee ensures the full compliance of our operations with the Personal Data Protection Law (PDLP) and we provide our employees with training on the PDLP and data security.

We have a Cyber Incident Response Team within the Cyber Security Group Directorate. For details regarding the measures we have taken and the governance, please refer to Enerjisa Enerji Information Security Management Policy.