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ItalianoElectricity Market Italy
ELECTRICITY MARKET ITALY
| KPI | UM | % | Boundary | |||||
|---|---|---|---|---|---|---|---|---|
| 2009 | 2008 | 2007 | 2009-2008 | 2009-2008 | ||||
| ELECTRICITY MARKET ITA LY | ||||||||
| EU3 | Customer portfolio | |||||||
| Volume electricity sold | (tWh) | 127.1 | 137.0 | 142.4 | -9.9 | -7.2 | Italy | |
| - Volume sold free market | (TWh) | 55.8 | 55.3 | 39.9 | 0.5 | 1.0 | Italy | |
| - Volume sold regulated market | (TWh) | 71.3 | 81.7 | 102.5 | -10.4 | -12.8 | Italy | |
| Customers electricity sale | (.000) | 29,723.1 | 30,232.8 | 30,715.3 | -509.6 | -1.7 | Italy | |
| - Customers free market | (.000) | 2,536.6 | 1,813.7 | 1,226.1 | 723.0 | 39.9 | Italy | |
| - Customers regulated market | (.000) | 27,186.5 | 28,419.1 | 29,489.2 | -1,232.6 | -4.3 | Italy | |
| Sales “Green Energy” (1) | (GWh) | 7,968 | 4,600 | 1,066 | 3,368 | 73.2 | Italy | |
| Customers street lighting | (n.) | 3,974 | 3,986 | - | -12 | -0.3 | Italy | |
| Light sources street lighting | (.000) | 1,990 | 1,970 | - | 20 | 1.0 | Italy | |
| Sales network | ||||||||
| Enel offices (electricity + gas) | (n.) | 131 | 131 | 135 | - |
- | Italy | |
| Qui Enel / Qui Gas | (n.) | 1,722 | 1,519 | 1,271 | 203 | 13.4 | Italy | |
| Supply activation | | |||||||
| Execution of simple work | (days) | 7.2 | 7.9 | 9.6 | -0.7 | -8.7 | Italy | |
| Supply activation | (days) | 0.9 | 1.0 | 1.5 | -0.1 | -12.6 | Italy | |
| EU29 | Technical quality | |||||||
| Service continuity index (excluding external causes) | (min) | 45 | 52 | 45 | -7 | -13.5 | Italy | |
| Service continuity index (including external causes) | (min) | 48 | 56 | 49 | -8 | -14.6 | Italy | |
| Investment in quality | (million euro) | 87 | 169 | 182 | -82 | -48.5 | Italy | |
| Bonuses / Penalties for the service | (million euro) | 17 | 34 | 183 | -17 | -50.0 | Italy | |
| Outage frequency per customer (including external causes) | (n.) | 4.9 | 5.3 | 5.1 | -0.4 | -7.0 | Italy | |
| Outage frequency per customer (excluding external causes) | (n.) | 4.8 | 5.1 | 4.9 | -0.3 | -5.0 | Italy | |
| Call Center 800 900 800 enhanced protection service | ||||||||
| Call Center service level | (%) | 93 | 89 | 86 | 4 | 4.3 | Italy | |
| Average waiting time | (sec) | 152 | 194 | 178 | -42 | -21.6 | Italy | |
| Training for Call Center operators (IN Enel) | (h/per person) | 28 | 88 | 72 | -60 | -68.2 | Italy | |
| Call Center 800 900 860 free market (electricity and gas) | ||||||||
| Call Center service level | (%) | 94 | 91 | - | 3 | 3.6 | Italy | |
| Average waiting time | (sec) | 149 | 155 | - | -6 | -3.9 | Italy | |
| Training for Call Center operators (IN Enel) | (h/per person) | 55 | 128 | - | -73 | -57.0 | Italy | |
| PR5 | Customer satisfaction enhanced protection service | |||||||
| Customer satisfaction index recorded by AEEG(2) | (index) | 84 | 89 | 7.2 | -5 | -5.6 | Italy | |
| Frequency AEEG surveys |
(n.) | 2 | 2 | 12 | - |
- | Italy | |
| Written complaints and requests for information | (.000) | 115.8 | 82.8 | 90.2 | 33.1 | 39.9 | Italy | |
| Response time written complaints | (days) | 19.7 | 36.2 | 34.9 | -16.5 | -45.6 | Italy | |
| PR5 | Customer satisfaction free electricity market | |||||||
| Customer satisfaction index recorded by AEEG (3) | (index) | 76 | 72 | - | 4 | 5.6 | Italy | |
| Frequency AEEG surveys |
(n.) | 2 | 2 | - | - |
- | Italy | |
| Written complaints and requests for information | (.000) | 95.5 | 51.1 | - | 44.4 | 86.8 | Italy | |
| Response time written complaints | (days) | 35.0 | 46.9 | - | -11.9 | -25.4 | Italy | |
| PR8 | Litigation with customers electricty market Italy | |||||||
| Total proceedings | (n.) | 139,588 | 104,406 | 107,931 | 35,182 | 33.7 | Italy | |
| % proceedings as defendant | (%) | 95.3 | 94.2 | 91.2 | 1.1 | 1.2 | Italy | |
| GAS MARKET | ||||||||
| EU3 | Customer portfolio | |||||||
| Volume gas sold | (million m3) | 5,169 | 5,677 | 4,897 | -508 | -9.0 | Italy | |
| Customers mass market | (million m3) | 3,301 | 3,222 | 2,865 | 79 | 2.4 | Italy | |
| Business customers | (million m3) | 1,868 | 2,455 | 2,032 | -587 | -23.9 | Italy | |
| Gas customers(4) | (.000) | 2,773.4 | 2,644.0 | 2,462.4 | 129.4 | 4.9 | Italy | |
| PR5 | Customer satisfation Gas | |||||||
| Written complaints and requests for information | (.000) | 24.1 | 20.0 | 4.4 | 4.1 | 20.4 | Italy | |
| Response time written complaints | (days) | 20.8 | 25.5 | 18.5 | -4.7 | -18.4 | Italy | |
| PR8 | Litigation with gas market customers | Italy | ||||||
| Total proceedings | (n.) | 479 | 116 | 354 | 363 | 312.9 | Italy |
Notes:
(1) RECS certificates cancelled or in the process of being cancelled for 2008. The 2007 value, amounting to 1,066 GWh, was reclassified according to the same criterion.
(2) Since 2008, this number, recorded by the AEEG, has been expressed in hundredths and has been carried out semi-annually on a limited sample of about 1,200 customers. In 2007, instead, the number was recorded by Enel and was expressed in tenths on a monthly sample of about 2,000 customers.
(3) This number regards the free electricity + gas market. Recorded by the AEEG, it is expressed in hundredths and is calculated semi-annually on a limited sample of about 1,200 customers.
(4) Includes dual energy.
