Endesa, one of the leading energy companies in Spain and Europe, is committed to improving the quality of its customer service through its online channels. In partnership with Izo, a company specialized in customer experience management, Endesa implemented an innovative project to measure and improve the quality of its digital services.

The project began with an exhaustive analysis of Endesa's online customer service channels, including its website, mobile applications and customer service platforms. Several aspects were evaluated, such as usability, accessibility, speed of response and clarity of the information provided.

Using advanced tools and methodologies for measuring customer experience, Izo helped Endesa collect detailed data on the quality of its online channels. This included measuring both the quality issued by customer service and the quality perceived by users.

With this data in hand, Endesa was able to identify specific areas for improvement in its online channels and take corrective measures to address them. This included optimizing website navigation, simplifying customer service processes, and improving communication with users.

As a result of these improvements, Endesa experienced a significant increase in customer satisfaction with its online channels. The average customer experience conversion increased by an impressive 22%, reflecting the success of the project and Endesa's commitment to excellence in customer service in the digital environment.

Thanks to its collaboration with Izo, Endesa was able to strengthen its position as a leader in the energy sector by offering an exceptional customer experience through its online channels.

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