Clients
The CTEEP client portfolio consists of 15 distributors, 13 generators (including five biomass generators) and four consumers.
One of the focal points of the company’s activities is to build sustainable relationships with its clients, offering quality services at competitive prices. The CTEEP Clients Program was created to further this aim, and includes two main initiatives.
The first is the annual Client Satisfaction Survey, which recorded a 73.3% satisfaction level in its first edition, in 2007. On the basis of the results obtained, CTEEP identified the attributes perceived by its clients and the possibilities for improvement, and achieved an increase to 74.6% in 2008. The measurement mechanism used is extensive direct observation, carried out by means of questionnaires sent to companies/clients in order to measure their opinions and attitudes. GRI PR5
The other initiative is the Client Management Improvement Plan, conceived on the basis of the results identified in the satisfaction survey, which involves holding meetings with clients and proposing improvements. In 2008, the highlights were:
- modernization of the company’s installations and adaptation to clients’ needs;
- improvement to the flow of information and the relationship between CTEEP’s teams and those of clients;
- establishment of a day in the Operation dedicated to the client, to strengthen ties between CTEEP’s teams and those of each client;
- making supervision system data available to clients;
- application of the Operator Training Simulator to provide training in conjunction with clients.
The company also maintains two communication channels: a direct telephone number for clients at the operation center, and the CTEEP Ombudsman.
