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 2008, the overall value of the customer satisfaction index for the distribution of fuel was equal to 8.14, a slight worsening with respect to the previous year (-1%). 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 7.3 and in this case was also superior to all the peer groups taken into account (in Italy).

In addition to customer satisfaction surveys, Eni contracted an external firm with a survey of the perceived image of Eni within Consumer Associations in 2008.

This survey – based on interviews with presidents, secretaries and managers of national and regional energy Associations - concerned the level of information and communication supplied to the Associations as well as a comparison with the major competitors and the quality of the offered service. The attained results will allow to take effective and constructive action to improve critical areas and to reinforce existing strong points.

Improvements in the Contact Center service allowed 91% of reports to be closed on first contact and to inform the relevant customers by SMS and email.

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.