Energisa

Quality Indicators

Quality of the services

The satisfaction surveys conducted by the Innovare Institute with the coordination of the ABRADEE (Brazilian Association of Electricity Distributers) show the privileged position of the satisfaction indicators with residential consumers of Energisa distributors.

ISQP

Company- 2017 2018 2019 2020 2021
Benchmarking – Up to 500,000 customers     93.7     89.5     85.0 88.1  80.8
​Nacional (CNEE) (2)      81.4  –  –  –  –
​Bragantina (EEB) (2)      76.5  –  –  –  –
​Vale Paranapanema (EDEVP) (2)      90.6  –  –  –  –
​Energisa Minas Gerais (EMG)      81.2      86.6      80.7      84.6      76.6
​Força e Luz do Oeste (CFLO) (2)      90.1  –  –  –  –
​Energisa Borborema (EBO)      83.3      82.0      78.2      86.7      80.8
​Caiuá (2)      75.9  –  –  –  –
​Energisa Nova Friburgo (ENF)      83.5      82.0      84.7      82.1      75.9
Energisa Acre (EAC)      60.1      51.7      54.6      63.2      53.2
​​Benchmarking – Above to 500,000 customers     90.3     87.1     81.0     84.9  78.7
Energisa Mato Grosso do Sul (EMS) (1)      82.6      78.5      67.2      75.9      67.6
​Energisa Paraíba (EPB)      83.8      81.2      77.3      83.3      77.7
​Energisa Mato Grosso (EMT) (1)      77.7      75.6      71.3      71.5      64.3
Energisa Sul-Sudeste (ESS) (2)      82.9      85.6      80.7      84.9      75.7
​Energisa Sergipe (ESE)      85.6      80.8      78.6      77.8      67.2
Energisa Tocantins (ETO) (1)      76.6      76.0      76.7      75.3      70.3
Energisa Rondônia (ERO)      69.2      58.1      63.4      70.1      61.0
ABRADEE Average     76.8     76.0     70.3 74.9  65.5

(1) Companies acquired in April 2014. (2) On june 30,2017, Energisa South Soythest (New company name for Caiuá Distribuidora de Energia S/A) incorporated the following distribution companies: CNEE, EDEVP, EEB and CFLO.

The ABRADEE Award has been held annually since 1999 and elects them as the best distributors in the categories: National, Regional, Management Quality, Customer Evaluation, Operational and Economic-Financial Management, Performance Evolution and Social Responsibility. The satisfaction survey is one of the award components.

In 2021, at the 23rd edition of the Abradee Awards, Energisa’s Group repeated the great success of previous years, winning 8 of 15 categories. EBO was elected the best distribution company in Brazil and the most hightly rated by customers in the category of companies with up to 500 thousand customers. Energisa’s Group was the winner in the North/Midwest, North-east and South-east regions; represented, respectively, by the following distribution companies: EPB, EMS and ESS. ESS was also awarded with the best operational management in the category of companies with up to 500 thousand consumers. ESE was highlighted for best economic and financial management in the category of distribution companies with more than 500 thousand customers. Finally, besides being considered the best distributor in the North/Midwest, EMS has won an award for best performance evolution in the category of companies with more than 500 thousand customers.

Aneel Consumer Satisfaction Index (IASC)

The Aneel Consumer Satisfaction Index (IASC) is based on research with residential consumers which Aneel (National Electricity Agency) conducts annually to evaluate the satisfaction level with the services rendered by the 63 electricity distributers in Brazil.

IASC

Company 2015 2016 2017 2018 2019 2020
EMG      70.1      58.9      71.2      70.5      73.9      66.1
ENF      56.3      73.1      58.0      70.1      72.1      63.3
ESE      58.8      68.5      63.6      70.1      65.9      66.8
EBO      63.9      78.7      65.9      73.1      70.4      68.4
EPB      63.1      76.8      67.6      67.8      65.1      70.2
EMT (1)      44.8      52.9      55.7      63.9      61.4      45.5
EMS (1)      50.3      66.9      64.4      66.8      63.0      56.7
ETO (1)      48.0      59.2      45.2      63.0      65.0      55.6
ERO      52.2      60.8      53.0      62.5      43.8      43.8
EAC      45.3      56.5      50.9      55.3      46.4      46.5
ESS (2)  –  –      69.0      70.7      74.9      66.9
Caiuá (1)      56.3      71.3  –  –  –  –
EDEVP (1)      57.0      72.4  –  –  –  –
EEB (1)      61.3      68.6  –  –  –  –
CNEE (1)      65.9      72.1  –  –  –  –
CFLO (1)      63.2      78.2  –  –  –  –
ANEEL Average     57.0     64.9     63.2     66.1     67.4     61.0

(1) Companies acquired in April 2014.

IASC is obtained annually from a survey with consumers from all distributors concessions and licensees operating in the national territory. About 27,000 interviews are carried out. There are five variables evaluated: Perceived quality, Perceived value (cost-benefit ratio), Overall satisfaction, Trust in the supplier and Loyalty.

In 2020, Grupo Energisa won 3 of 9 categories in the ANEEL Quality Awards. ESS was the winner in the category of distribution companies with more than 400 thousand customers in the Southeast. EPB was the highlight in the category of the fastest growing among concessionaires in 2020 and also won the ANEEL quality award for best distribution company in Brazil in the category with more than 400 thousand customers.

Group Companies amongst the best of Brazil

In the main, the Group’s DisCos performed well in 2Q21, maintaining an excellent performance and presenting indicators below the DEC and FEC regulatory limits, with the exception of ERO for DEC.

ERO maintained its impressive rate of improvement two years after its privatization. In comparison with June 2020 it achieved a reduction of 9.02 hours (22.2%) for DEC and 7.95 times (37.3%) for FEC, achieving its lowest ever historic series for FEC.

ETO achieved a DEC of 16.75 hours, a historical record, while EAC obtained its best historic results for FEC.
ENF and EBO also performed well, reducing their DEC and FEC indicators by two digits. The figure of 12.49 hours for EPB’s DEC is the best result in the historic series for the DisCo.

 

The quality indicators performed as followed in 2Q21:

 

 

Distribution companies DEC (hours) FEC (times) DEC limit FEC limit
jun/21 jun/20 Var. (%) jun/21 jun/20 Var. (%) jun/21 jun/21
EMG 8.45 8.61 -1.9 4.58 4.41 3.9 10.87 7.81
ENF 6.16 6.93 -11.1 3.4 4.48 -24.1 9.3 7.74
ESE 9.82 10.7 -8.2 4.71 4.79 -1.7 11.65 7.89
EBO 3.65 4.43 -17.6 2.73 3.5 -22.0 12.84 8.49
EPB 12.49 13.54 -7.8 5.23 5.13 1.9 15.44 8.97
EMT 17.9 19.34 -7.4 7.58 8.11 -6.5 20.39 15.86
EMS 9.85 10.47 -5.9 4.32 4.49 -3.8 11.25 7.72
ETO 16.74 19.63 -14.7 7.23 7.08 2.1 22.38 14.88
ESS 4.92 5.05 -2.6 3.99 4.05 -1.5 7.19 6.56
ERO 31.62 40.64 -22.2 13.34 21.29 -37.3 27.25 18.68
EAC 29.38 31.04 -5.3 14.32 17.83 -19.7 43.98 35.06