SUSTAINABILITY

Relations with Customers

Customer satisfaction is surveyed by Eni on an annual basis with regards to gas distribution, electrical generation and the distribution of fuel.
In 2009 the overall level of the customer satisfaction index in fuel distribution was 7.93 on a scale of 1-10, a slight fall compared with the previous year.

In terms of domestic gas customers, the customer satisfaction index was 7.8, which was higher than that of the peer group (in Italy), as well as being markedly above the level of 2008.

In-depth telephone surveys were then conducted on the most recent refueling, not only within Eni service stations but also within other brand stations operating in Italy. The satisfaction rate of Eni customers is greater than that of its competitors: 7.6 compared to 7.5.
With regards to residential gas customers, the satisfaction index was equal to 7.8 and in this case was also superior to all the peer groups taken into account (in Italy).

CUSTOMER CARE IN THE HISTORY OF ENI

Customer care has always been an integral part of the history and culture of Eni. As early as the 1950s, when Italy was in the full throes of reconstruction and hungry for modernization, Enrico Mattei introduced this concept to Italy, launching a completely new idea in the world of fuel distribution.

Convinced that the relationship with customers was about more than a simple financial transaction, Mattei offered a diversified range of services targeting car drivers.

The six-legged dog – which appeared on the Italian road network in 1952 – became not only the symbol of high-quality gasoline, the result of research and innovation, but also the emblem of dedicated services.

Filling stations were rapidly replaced by service areas with a modern and innovative architecture designed by Mario Bacciocchi. Bars, restaurants, mini-markets, motels and car repair establishments were set up alongside the fuel pumps, providing a varied range of services which allowed travellers to take a truly relaxing break. Enrico Mattei greatly valued the human touch and, in addition to the service station architecture, he arranged for a range of materials to be produced to train his operators.

Politeness, efficiency, skill, cleanliness and the ability to establish a relationship with customers became imperative for staff members, a first step towards the customer care ethos which is now a distinctive feature of service stations distinguished by the six-legged dog.