
In 2020, EPAL once again participated in the ECSI - European Customer Satisfaction Index, conducted by Nova IMS (Nova Information Management School), APQ (Portuguese Quality Association) and the Portuguese Quality Institute, maintaining the ECSI Satisfaction Index score and 2nd place in the sector.
The company achieved a score higher than eight in five of the index’s nine variables: Image (8.24), Perceived Quality (8.14), Satisfaction (8.07), Trust (8.45) and Loyalty (8.37). “Image”, which scored the largest increase of all variables in 2019 with 8.25 compared to 7.91 in 2017, remains at 8.24 and “Satisfaction” at 8.07 is identical to the previous year. The best-scoring variable in the ECSI Study continues to be “Trust”, where EPAL achieved an overall score of 8.45, demonstrating customers’ confidence in the company's performance.
Analysing the sub-criteria, EPAL is credited with very high scores in Customer Relationship, specifically in relation to Means of Payment (8.9), Water Supply (8.7), Billing Frequency (8.6), Reliability of products and services (8.4), Customer service facilities (8.4) and Customer service (8.3).
In “Image”, EPAL also received a rating of eight in the new variable introduced in the study, “Company that is concerned with environmental sustainability”.