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”.

ERSAR and newspaper Water & Environment

The “Water and Waste Services Quality Seals” is an initiative by ERSAR – Entidade Reguladora dos Serviços de Águas e Resíduos (Water and Waste Services Regulation Authority) in partnership with the newspaper “Água e Ambiente” (Water and Environment) which aims to recognise and disseminate good practices in the provision of public water supply and urban wastewater services



In 2019, EPAL was awarded:




"Excellence in Water Services" award. Recognises quality of service to direct customers.






"Quality in public water supply" seal (direct and bulk distribution).





 In 2018 EPAL was awarded:


“Excellence in Quality of the Public Supply Service” award




"Quality of Public Water Supply Service"  seal for direct and bulk distribution.





 In 2017, EPAL was awarded three quality seals:


“Drinking Water Exemplary Quality Seal” for the "Bulk distribution" Service and for the "Direct distribution" Service






“Public Water Supply Quality Seal” for the “Bulk distribution” Service

APCE - Associação Portuguesa de Comunicação de Empresa (Portuguese Association of Corporate Communication)


The “Água Sobre Rodas” (Water on Wheels) Project won the APCE - Awards, 2019, in the category of External Responsibility Campaign - Responsible Management, an event that aims to reward Excellence in Communication in our country.






APCE 2015 Grand Prix, Excellence in Communication, awarded the “Rehabilitation of Barbadinhos Steam Pumping Station and Permanent Exhibition of the Water Museum” Project the prize in the category "Historical Responsibility and Corporate Memory".


The following works also received the Merit award
• “Barbadinhos from Steam to Museum”, in the “Special Edition” category.
• “EPAL website” in the “Website” category
• “BEEP seal, do you know how to save water?”, in the “Social Responsibility Communication Campaign” category.
• “Take tap water with you. Light on price. Light on the environment”, in the “Institutional Communication Campaign” category.
• “IWA Congress powered by tap water”, in the special category “Surprise us”



The Grand Prize Excellence in Communication by

The Portuguese Association of Business Ethics (APEE), in its 2021 edition, awarded an Honourable Mention to EPAL’s project “Environmental Education in Action” for the Recognition of Practices in Social Responsibility and Sustainability, in the category “Sustainable Development Goals – SDG 4: Quality Education”.

This project encompasses several initiatives to raise awareness of the importance of preserving the environment and its sustainability, designed around the different learning cycles of children’s educational journeys.



APEE - Associação Portuguesa de Ética Empresarial (Portuguese Association of Business Ethics) recognises EPAL in all applications submitted in 2020, in the “Recognition of SR Practices and Sustainability” with one award and four Honourable Mentions for Social Responsibility and Sustainability.

The Prize was awarded to the application "Donation of Mobile Water Treatment Plant" to Mozambique following Cyclone Idai

The Mentions were attributed to the "H2O Quality", "EPAL Water Laboratory at KidZania", "Tap Water in Movement for Everyone" and "Exclusively, Tap Water!" applications.

"H2O Quality", an unprecedented application for the entire population and tourists, which works by georeferencing.

"EPAL Water Laboratory at KidZania", a project that simulates the real life of a laboratory that controls water quality.

"Tap Water in Movement for All" brings together several initiatives that raise awareness of tap water consumption, reinforcing confidence in the infrastructure and sharing good practices in the efficient use of water in the city of Lisbon "Exclusively, Tap Water!" a challenge launched to Public and Private Entities where EPAL makes available the material resources - Jugs and Bottles and communication media - and, in return, they undertake to consume exclusively tap water.

The Portuguese Association of Business Ethics, in the 2019 edition, presented EPAL with the Environmental Sustainability Award, in the Social Responsibility-Environment-Impact Reduction category, for the work carried out by the company with a view to recovering the environmental conditions of the River Tagus.

The Portuguese Association of Business Ethics, in the 3rd edition (2017) of the Recognition Award for Social Responsibility Practices, presented EPAL with the Diploma of Recognition related to the projects:
• “Together we are + Energy”, in the "communication" category
• "Pátio da Água" (Water Patio), in the "community" category

Promoted by APEE, the 2nd edition (2016) of the Recognition of Social Responsibility Practices Award gave an Honourable Mention to Fill Forever in the “Environment: Reduction and Impacts” category.

 

 The ENEG 2021 (National Convention of Water and Wastewater Management Utilities) organised by APDA (Portuguese Association of Water Distribution and Drainage) awarded the following prizes to EPAL:

 . Golden Pipe, in the category “Best Sustainability Action” with “Educating for the Protection of Ecosystems and Biodiversity”. A project that aims to educate children, young people and adults about nature conservation and the respect they should have for it, preserving ecosystems and all biodiversity.












 . Golden Pipe, in the category “Best Water Value Action” for “Communicating for All - Partnerships for the implementation of multi-format communication”. A project that encourages several disability-inclusive communications, with the aim of contributing to a more inclusive society.

ENEG – Encontro Nacional de Entidades Gestoras (National Convention of Management Utilities)

The ENEG 2019 organised by APDA - Associação Portuguesa de Distribuição e Drenagem de Águas (Portuguese Association of Water Distribution and Drainage) awarded the following prizes to EPAL:

• Tubo de Ouro (Golden Pipe), under the theme "Best social responsibility action" with the "Drinking water for Mozambique" initiative

• Honourable Mention in the category “Best strategy for adapting to climate change/circular economy” for the application “Circular water by nature”



The ENEG 2017  organised by APDA  awarded the following prizes to EPAL:

• Tubo de Ouro (Golden Pipe) for the Lisbon Soul Bottle in the category "best innovative action" and
• Honourable Mention for the project “EPAL’s strategy for adapting to climate change” in the category “best strategy for adapting to climate change”.




The ENEG 2015 organised by APDA  awarded the Tubo de Ouro (Golden Pipe) prize to the “Ecological Footprint” project, which consisted of the recovery and conservation of Lagoa Pequena, near Lagoa de Albufeira, in Sesimbra, a wetland of international importance, as the best social responsibility action.

The ENEG 2013 (Encontro Nacional de Entidades Gestoras de Água e Saneamento – National Gatahering of Water and Sewerage Managament Bodies) organised by APDA (Associação Portuguesa de Distribuição e Drenagem de Águas – Portuguese Association of Water Distribution and Drainage), awarded EPAL the following:

• Gold Tube, for WONE, in the "Best Action to Reduce Water Losses" category
• Honourable Mention for the Campaign “Vamos dar o Litro Contra a Fome” (Let’s give it our all against hunger) in the "Best Social Responsibility Action" category

 

Joint initiative of IDC Portugal and Jornal de Negócios to disseminate, recognise and reward the projects and best practices of national organisations’ digital transformations.

In 2019, at the 4th edition of the Portugal Digital Awards, the H2O Quality App was awarded an Honourable Mention in the Best Digital Strategic Tools category.

Waterbeep receives an Honourable Mention in the 2015 NOS Innovation Awards, in the Large Companies category, which gives awards to the most innovative projects and products in the business world.

The NOS Innovation Award aims to reward today those who invest in tomorrow.

Trofé Ordem dos Engenheiros - Order of Engineers Trophy | 80 years 




Awarded by the Order of Engineers, in 2016, to WONE for the value it added to National Engineering

This initiative, organised by the communications consulting firm GCI together with the Portuguese Environment Agency and Quercus honours the projects that promote the exchange of good practices, foster entrepreneurship, innovation, sustainable development and the green economy.

Green Project Awards 2015 distinguished with Merit Distinction the campaign  "Leve a água da torneira consigo. Leve no preço. Leve no ambiente", in "Iniciativa de Mobilização" category. 


In 2014 the Green Project Awards honoured waterbeep in the "Product or Service"category. 





In 2013 the Green Project Awards honoured WONE in the "Efficient Resource Management" category. 
 

The Portuguese Association of Museology (APOM) distinguished EPAL with the Institution Award for the work done within the framework of its museologic heritage.

IF International Forum Design GmbH honoured the reusable bottle "Fill Forever" with the iF Design Award 2015 in the discipline of Packaging Design in the Beverages category.

WEX Global – Water and Energy Exchange awarded WONE the Innovation 2013 Prize in the "Operations" category.

European Business Awards for the Environment – Honourable Mention for the Innovation for Sustainability award (EBAEpis), 2013, for the WONE project in the "Products and Services" category.

The Project Innovation Awards distinguished the following products for their excellence, original nature and innovative aspects:

• WONE, Award in the "Operation Management" category
• Chave Águas Livres (CAL – Águas Livres Key), Award in the "Small Projects" category
• "Managing Future Risk", a methodology developed together with Cranfield University, Honourable Mention in the "Planning Projects" category