AQUAPOR has won the Portuguese Water Distribution and Drainage Association (APDA) Award for Best Customer Service. The company currently has an overall satisfaction rate of 85%, and 92% in relation to customer service.
“This Golden Pipe is recognition of the work AQUAPOR has done internally to improve its customer service. We are completely focused on providing a good service to our customers – and they have also recognized this, with the increase in the satisfaction rate we have had,” explains António Cunha, CEO of AQUAPOR.
AQUAPOR’s customer support services have undergone a restructuring due to the pandemic context, allowing for more points of contact (stores, call center, email, chat, SMS, APP and website). AQUAPOR has also set up a unique contact number and email address to facilitate.
All these improvements made by AQUAPOR to its customer service have resulted in greater speed and responsiveness, despite the high number of contacts received. Customer service at all AQUAPOR subsidiaries receives more than 50,000 calls a month, with an average waiting time of 70 seconds, and more than 10,000 emails, 95% of which are answered in less than 24 hours. The chat provided by the company has around 500 monthly contacts, and the issue is resolved in 96% of cases.
As far as payment methods are concerned, in addition to the increasing use of direct debit by customers, AQUAPOR has expanded its options and is preparing to accept payments via MBWAY through the invoice by the end of this year.
The award was presented at a ceremony held in Vilamoura, as part of the National Meeting of Water and Sanitation Management Entities (ENEG 2021).
