The ability to identify and understand customers' requirements and expectations is a crucial factor in determining service efficiency.

Customer Satisfaction is one of the most reliable indicators for assessing the effectiveness of a Quality System.

The integrated system applied by EDF Fenice includes compilation of a questionnaire in order to measure customer satisfaction on the basis of a set of key questions.

The customer is asked to assign a variable score to each question according to its level of satisfaction with the quality of the service indicated.

In 2010, 71 customers representing a cross-section of the companies to which the service was provided were involved in the research project, with a percentage of replies of 91,5%; a punctual data elaboration made it possible to draw up a Customer Satisfaction Index which was equal to 81,6%.