2023
BECX is positioned on Customer Experience and Satisfaction, the fulfilment of customer expectations and getting closer to an ideal company.
In 2023, EPAL showed the best result in the BECX Study in 5 of the 8 categories analysed and improved its position in 4 compared to 2022, proving its commitment to providing a service of excellence.
The category with the highest score, 'Product/Service Quality' (8.1), is now joined at the top of the scale by 'Contact Channels' (which increased from 8.0 to 8.1) and 'Incidents', i.e. positive vs. negative experiences experienced by Customers (from 7.8 to 8.0), as well as 'Effort' to solve Customer problems (7.8 to 7.9) and 'Emotions' (7.4 to 7.5).
In addition to high scores in most categories, EPAL maintained its absolute 1st place in 'Contact Channels' and 'Incidents', where it scored higher than all the participating Utilities, proving its leadership in Customer satisfaction with the diversity and effectiveness of contact methods, as well as with the ability to fulfil positive experiences and reduce negative ones, obtaining a good overall evaluation of experiences throughout last year, thus striving to meet Customer expectations.
In the central index of the BECX 'Customer Experience' study, EPAL maintained its 7.9 score.
EPAL ends 2023 with a total of 5 categories with the highest score in the Sector (compared to 3 in 2022).
The capital's utility company thus regains its best position, returning to 1st place in the sector's ranking in over a decade (since 2008) when benchmarking studies began at national level, and now shares the podium with another Utility in the country.
In this 3rd edition, in addition to the 7.9 BECX Index, 'Loyalty' also maintained its 8.0 rating. 'Value', i.e. the quality/price ratio, scored the lowest with 7.0.
'Quality' and 'Channels' now occupy the top spot (8.1), reflecting the weight of the criteria with the highest valuation. 'Quality' includes 'Reliability of Products and Services' and 'Suitability of payment methods' (both with 8.7), 'Supply' (8.5), 'Water quality' and 'Overall quality' (both with 8.3), 'Invoicing frequency' (8.2), 'Service professionalism' and 'Quality of service facilities' (8.1), 'Troubleshooting capacity/Technical assistance/emergency stand-by teams' (8.0), 'Diversity of services' (7.9) and 'Home interventions' (7.8). Concerning 'Channels', customers say that the contact channels offered are 'diverse' (7.9) and 'convenient' (8.0), that they 'fulfil their needs' and 'feel well treated' (8.1).
'Incidents' showed a good increase in value compared to 2022, rising from 7.8 to 8.0, mainly because respondents assigned less importance to 'Negative experience' (from 7.3 to 6.4) and the better evaluation of experiences with the company over the last year (from 7.9 to 8.0), with the importance of 'Positive experience' remaining at 8.8. Here, only 6% of customers surveyed reported having had negative experiences, compared to 8.9% the previous year.
2022 
EPAL achieved a Customer Experience Index of 7.8 and took first place in “Channels”, above all other management utilities in the sector. In “Effort” and “Loyalty”, EPAL also took first place, demonstrating their customers’ trust in them, as well as a good image of the company and the service provided.
For the first time, EPAL participated in the BECX Study, focussed on customer experience and satisfaction, on meeting their expectations and on trying to be an ideal company. This methodology is an updated version of ECSI, and now extended to new realities: the "Channels" that facilitate points of contact, customers’ "Emotions" and the company's "Effort" to solve problems and meet needs, resulting in an index that measures the impact of customers’ positive and negative experiences.
In this first edition of the BECX, which includes eight categories, EPAL recorded high scores and its best classification in “Quality” (8.0), “Channels” (7.9) and “Loyalty” (7.9). The BECX Experience index, standing at 7.8, is balanced by the other categories, “Effort” (7.8), “Incidents” (7.4), “Emotions” (7.3) and “Value” (7. 0).
EPAL achieved first place in “Channels”, it being considered diversified and effective. In “Effort” and “Loyalty”, EPAL also took first place, demonstrating customers’ trust in them and a good image of the company and customer service. In “Loyalty”, “Intention to remain a customer”, they were top with 8.8.
EPAL had high scores in “Supply Service” (8.6) and in “Reliability of Products and Services” (8.6), winning Customer Satisfaction, both for the service provided (Global Quality 8.4), “Service Professionalism” (8.0) and “Home Interventions” (8.1), and also because they feel “well treated in the contact channels” (8.0) that also include social networks.
In the sector ranking, EPAL's strengths include “Diversity of Channels and Services” and “Innovation capacity in products and/or services”, “Notices of scheduled interruptions” and “Home interventions”.