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Sustainability

Customer Centricity

We provide electricity to one in four people in 14 provinces across Turkey.

Enerjisa Enerji is Turkey’s largest electricity distribution and retail company in a regulated sector. As of December 31, 2019, we had 11.2 million distribution network connections accounting for approximately 26% of all distribution network connections in Turkey and 9.9 million customers representing approximately 22% of the retail electricity market. We are established in 14 provinces over three distribution regions and we provide energy to one in four people in Turkey through our retail sales operations. Our customer base and the amount of energy we distribute soared due to increasing population and urbanization. We prioritize providing approximately 10 million customers in Turkey with uninterrupted energy by adopting a customer-oriented approach and operational excellence in our business model. In this context, we measure customer satisfaction with the best applications and manage all business and product development processes to meet all our customers’ demands and expectations.

CUSTOMER SATISFACTION AND FOCUS

We continuously improve to meet our customers’ ever-changing expectations and needs. We offer the best services and create new applications and make new investments in line with our customer-oriented approach.

Our customer satisfaction and communication efforts reflect our internal policies and international standards. We provide services at international standards in accordance with the ISO 10002 Customer Satisfaction Standard. We provide training to enable our employees to respond to customer expectations in the most efficient way. In 2019, 300 employees had customer satisfaction training.

One of our key priorities is to optimize customer experience. We strive to ensure that a customer focused culture is adopted by all our operational units to advance the quality of service we provide to our customers.

Please click to read the Customer Satisfaction Policy.

DISTRIBUTION

While our distribution companies continue their operations by offering new services to customers and investing in the field of customer experience, they keep improving their operational processes in line with the quality and sustainability principles.

We prioritize the diversification of customer communication channels that provide one-to-one contact with the customers in light of today’s needs. We continue our intense operations by responding and resolving customer queries and complaints through these channels promptly. Accordingly, customers can send us their requests and feedback using traditional communication channels such as petition, email, registered electronic email (KEP), telephone and internet, as well as our mobile application Mobile 186, Twitter support accounts, corporate Facebook accounts, corporate şikayetvar.com account and WhatsApp Muhtar Support Line. The information shared through these channels is logged and shared with the operational units in accordance with the Company’s customer experience principles. Feedback received from operational units is transmitted back to customers using their feedback channel of choice. In 2019, we resolved all feedback received through the various channels.

Boasting its nearly 800 staff size, Enerjisa Enerji’s distribution call center represents an important channel for our Company. Enerjisa Enerji received 19.7 million calls through its call center in 2019. The respond rate of the received call was 97.5% and the service level value was 90.4%. Consequently, our Call Center performed well above the sector average.

RETAIL

We strive to offer the best customer experience with 41 Enerjisa Customer Service Centers, 81 Enerjisa Transaction Centers and 12 Mobile Service Vehicles in 3 regions. We processed 2.5 million transactions at these centers in 2019.

While diversifying our channel and service offerings to provide the best customer experience, we also aim to use our resources in the most efficient manner. In this respect, we continuously review and improve our processes. In 2019, we strengthened our channel structure and expanded both the product range and the service network. Boasting its nearly 150 staff size, Enerjisa Enerji’s retail call center represents an important channel for our Company. The Call Center received a total of 4,359,308 calls in 2019, 38% of which were handled by the voice response system and 98% of the 2,715,474 queued-up calls were answered. The average response time was 11 seconds. The most frequently received calls were about billing (36%), followed by subscriptions (30%).

CUSTOMER SATISFACTION

We increased both our customer satisfaction and net promoter scores compared to the previous year.

We measure customer satisfaction regularly. The results of the monthly qualitative 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. In 2019, we reached out to more than 42,000 customers via our monthly surveys. Thanks to the end-to-end customer satisfaction model we launched in 2018, we managed to measure real-time customer satisfaction at 36 points where customers meet Enerjisa. We reached out to 4,000 customers on average in a month. We analyze the results, prioritize issues by importance and create projects to improve our customer service processes.

CONTINUOUS ENERGY SUPPLY
We must achieve supply continuity in the most efficient way to provide our customers with uninterrupted energy and improve customer satisfaction. To do so, we regularly monitor the statistics relating to power outages. Previously, the System Average Interruption Duration Index (SAIDI) and System Average Interruption Frequency Index (SAIFI) were calculated manually. Since 2017, they have been calculated automatically via the faultlogging and management system.

We established the new Outage Management System (OMS) in Ayedaş and Başkent at the end of 2018 and in Toroslar in the first quarter of 2019. Before the system implementation, SAIDI and SAIFI were calculated with the inputs provided by employees in the field from their tablet screens. With OMS, we have integrated the remote monitoring systems (OSOS, SCADA) into the outage management system. Thus, certain interruption data is now saved through these systems. In the first quarter of 2019, we have completed the installation of 3,000 modems in 3 regions, which will transmit only information regarding interruption. This allowed us to follow up and record the interruption more closely. At the first stage, an increase in SAIDI and SAIFI was recorded as the measurement is improved. But on other hand, they enabled the maintenance to be carried out more efficiently since we could record the place of the interruption correctly with the improvements.

We also aim to increase the workforce of maintenance every year. As the spare lines are very limited in Turkey, we need to cut electricity during maintenance and repair works as well. Although this increases the SAIDI and SAIFI values, we are working for a more robust and resilient network for the following years.

CUSTOMER INFORMATION SECURITY

As the digital data becomes more widespread and our customer base and the amount of energy we provide increases, we must enable confidentiality and security to manage the larger amount of customer data.

We protect the data of millions of customers in the regions we operate in line with legal regulations, internal policies and international standards. In 2019, we renewed the ISO 27001 Information Security Management System certificate. We have also established a Personal Data Protection Committee, which ensures the full compliance of our operations with the Law on the Protection of Personal Data (LPPD). We provide our employees with training on the LPPD and data security. In 2019 while 2,709 employees benefitted from LPPD training of 2.458 hours. 266 employees received data security training of 470 hours. If the customer requests it, we can mask their personal data via the CRM application used in our call center.

All notifications about the policy are delivered to our customers through call centers, websites and through announcements and disclosures at company buildings and operation centers. We have created individual customer confidentiality policies for each of our distribution regions.

Please click to read the AYEDAŞ Customer Confidentiality Policy.

Please click to read the Toroslar EDAŞ Customer Confidentiality Policy.

Please click to read the Başkent EDAŞ Customer Confidentiality Policy.

 

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