Galp Energia´s customer care program

: improving the existing customer care program in order to increase customer satisfaction and loyalty in transitory stage of market liberalization

Abstract

Many energy markets in Europe, which previously had been dominated by monopolies, are now exposed to free market competition. Portugal is one of the countries that has been liberalized recently and it is going through the transitory stage. As energy market in Portugal is now open to free competition and new suppliers are entering in the market, it is likely the price of the utilities to decrease and be more advantageous to the consumers. With new companies entering the market, customers are looking for alternative providers that will fit their needs best in terms of price and service quality. The purpose of this consulting project is to improve Galp Energia´s existing customer care services and strengthening them in order to increase customer satisfaction and loyalty. In return Galp intends to retain existing client base in natural gas regulated market and increase its market share in residential electricity market in the transitory stage of liberalization. In our project we focused on four segments of the customer experience cycle and proposed seven recommendations to Galp Energia to improve their existing customer care program. In each step of our analysis and recommendations we have considered our client´s and advisor´s opinions to provide the best results to Galp Energia. Based on our interviews, meetings, best practices and survey results, we have provided proposals with moderate implementation difficulty. Some of our proposals like sms/e-mail care needs further analysis by Galp Energia or posterior projects about customer care. Our recommendations are as follows:  Discovery; Didactic Channels, Publicity and Google Keywords;  Using Service; New energy cutting warning process via Sms/E-mail and Sms/-Email care;  Paying for Service; New invoice layout;  Solving Issues and Complaints; Online customer care centre. We based our proposals on the dynamic modern identity of Galp Energia aligned with social responsibility and vision of the future.

Date of Award	27 Jun 2013
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Rute Xavier (Supervisor)