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AENOR certified Endesa service letter

Service Charter

 
Endesa: certified by Aenor for its proactive in-person and telephone sales services
 
The Spanish Standards and Certification Association (AENOR in its Spanish acronym) is a private non-profit organisation, created in 1986 to improve the quality, and thereby, the confidence in businesses and their products and services.

Thanks to our rigorous code of conduct, which makes us stand out from other energy companies, and to our on-going quality commitment to our customers, at Endesa we can today say with pride that we are the first energy company to obtain a Citizen Charter related to sales processes, certified by Aenor.

Endesa's Residential and Business Market Sales Service has six points, now guaranteed by Aenor, to achieve excellent and outstanding quality in the customer sales outreach process.

The Citizen Charter approval date: January 28, 2011. Last renovation in January 2015 and valid for two years. 

Our Commitments and Our Objectives

Commitments
1 Quality of Information 2 Friendliness and Education 3 Confidence Conveyed 4 Endesa Image 5 Satisfied Customers 6 Convinced Customers
We inform in a way that is comprehensive, understandable and truthful. We identify ourselves personally and we are pleasant and attentive. We maintain a respectful sales attitude and transmit confidence to our customers. We work to maintain or improve Endesa's image. We ensure continual improvement in each step of the sales process. We check customers' knowledge and agreement with what they're signing up for.
Commitments
1. Quality of Information We inform in a way that is comprehensive, understandable and truthful.
2. Friendliness and Education We identify ourselves personally and we are pleasant and attentive.
3. Confidence Conveyed We maintain a respectful sales attitude and transmit confidence to our customers.
4. Endesa Image We work to maintain or improve Endesa's image.
5. Satisfied Customers We ensure continual improvement in each step of the sales process.
6. Convinced Customers We check customers' knowledge and agreement with what they're signing up for.
Objectives
Obtain a monthly average of 8 or more out of 10 for our information quality. Obtain a monthly average of 8 or more out of 10 for our friendliness and education. Asses our customers' level of perceived confidence and obtain a monthly average of 8 or more out of 10. Maintain or improve image in 90% or more of cases. Obtain a monthly average of 8 or more out of 10 in the satisfaction of customers served. Verify in 100% of cases that the customer is aware of what they are contracting.
Objectives
Obtain a monthly average of 8 or more out of 10 for our information quality.
Obtain a monthly average of 8 or more out of 10 for our friendliness and education.
Asses our customers' level of perceived confidence and obtain a monthly average of 8 or more out of 10.
Maintain or improve image in 90% or more of cases.
Obtain a monthly average of 8 or more out of 10 in the satisfaction of customers served.
Verify in 100% of cases that the customer is aware of what they are contracting.
 

Code of Conduct

Proud of our rigorous code of conduct
 
* Endesa has a code of conduct for sales consultants and Customer Service by Phone, based on the following components:
 
Endesa makes sure that sales activity complies with in-force legislation. Identification of consultants: sales consultants must provide prior identification, and for the case of the CAT, must identify the number of the caller. Reasonable schedule: Endesa will make visits and calls during a reasonable time frame, respecting resting hours. Between 9:00h and 21:00h, time in Spain, except in the case of returning calls or previously arranged appointment.
Protection of minors: when the sales consultant has reason to believe that the person speaking is a minor, they must refrain from continuing with the sale. Misleading information. In the name of Endesa, the sales consultants will evaluate customers based on their profession knowledge, and will refrain from making use of information that is misleading, fraudulent or dishonest. Respect for those not interested in commercial soliciting: respect will always be shown for those who do not wish to continue the sales call or visit.
 
 

Contact Information
Customer service, suggestions and complaints channels:

Through My Endesa: At our Online Office you can carry out the main transactions related to your electricity and gas contracts, 24 hours a day, 365 days a year. Sign up today at My Endesa and start enjoying the advantages.

Telephone service: Every day of the year and at any time of day, you can request the information you want or carry out the procedure you need. It's that simple and effective: 800 76 09 09.

Service Points and Sales Offices:  You will be able to locate all our Service Points and Sales Offices via our customer service telephone number or via the link Contact Us. There are over 400 customer service points around the country.

Ways for customers to participate: satisfaction surveys, claims and suggestions.
 
Rights, Obligations and Applicable Legislation:
 

Indicators

Indicator Objective 2014 2015 2016 2017 1º Trimestre
2018
Appearance and Education ≥ 8 8,79 8,88 8,77 8,75 8,62
Quality of Information ≥ 8 8,41 8,46 8,44 8,31 8,18
Confidence Conveyed ≥ 8 8,56 8,62 8,54 8,41 8,29
Overall Visit Satisfaction ≥ 8 8,49 8,52 8,41 8,30 8,10
Endesa's Image (has improved + the same) ≥ 90% 96% 96% 97% 95% 94%
Contract Validation 100% 100% 100% 100% 100% 100%
 
Indicator Obj '14 '15 '16 '17 1º Trim '18
Appearance and Education ≥ 8 8,79 8,88 8,77 8,75 8,62
Quality of Information ≥ 8 8,41 8,46 8,44 8,31 8,18
Confidence Conveyed ≥ 8 8,56 8,62 8,54 8,41 8,29
Overall Visit Satisfaction ≥ 8 8,49 8,52 8,41 8,30 8,10
Endesa's Image (has improved + the same)
sigue igual)
≥ 90% 96% 96% 97% 95% 94%
Contract Validation 100% 100% 100% 100% 100% 100%
 
Resolution of claims related to services from the List of Services: less than 30 days in 94% of cases. In the remaining 6% it is greater than 30 days due to occurrences related to the receipt of the necessary documentation for handling such incidents; they are resolved within approximately 65 days at most.
 
Corrective measures have been adopted for those indicators that are below the target. Last update first quarter 2018.
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