Relations with customers

The customer is at the centre of the attention and daily work of Iren Group. Customer satisfaction, together with a high-quality level of service, are pillars that support Iren’s growth strategies. In relations with customers, the Group has transformed its role from a simple supplier to an expert in energy-related services, innovative products for the home, solutions for electric mobility and energy efficiency, adopting a new relationship model that evolves over time and adapts to different lifestyles, offering personalised experiences and services.

In 2021, despite the continuation of the Covid-19 emergency, the physical points of contact always remained open and adopted specific measures: the use of personal protective equipment (PPE), limited access to the premises, spacing, protective plexiglass barriers, digital systems for managing queues and appointments, disinfectant dispensers, sanitisation of the premises and contact tracing of visitors.

At the same time, the Group has strengthened and promoted the use of digital channels, such as the website and the IrenYou App – from which it is possible to carry out operations related to the management of contracts, communication of the meter reading, paying bills, etc. – or the Facebook page “Iren luce gas e servizi” (Iren light gas and services) to have a first response to the most straightforward requests. In addition, the UFirst App always remained active to schedule appointments with offices and avoid queues and crowds.

To families and businesses in an objective situation of economic difficulty, Iren Group has offered the possibility to request the postponement of the deadline for payment of bills or to resort to interest-free instalments to meet the payment of gas, electricity, water, district heating.