Page 46 - RSC Aqualia 2017
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Service Languages Impact
Spanish
Galician 769,233 calls received.
Telephone support through 98,158 surveys completed: 73,239 of which
the Customer Service Centre Catalan rate Aqualia as excellent, 14,465 as very good
(Aqualia Contact),, letting users and 6,713 as good.
carry out any process without English
having to visit an office in person.
0.38% of the effective calls received were
German complaints.
French
Spanish
Galician 1.3 million visits in 2017.
Catalan 40% of the interactions were made through
Corporate website Customer Service.
www.aqualia.com
English The average duration of the connections,
85% of which came from Spain, was longer
German than 2 minutes.
French
3 local websites were published:
30 corresponding to services
Local websites Local in Spain and 3 in Portugal.
Aqualia Online Language
142,347 requests.
1.67% of the requests were complaints.
Smart Aqua, App for mobile devices, 8,905 users.
to carry out processes related to the
services provided by Aqualia whenever 9,312 management actions made through
the customer wants. the App.
The creation and management The content of each website Aqualia has reinforced its
of local websites is a service is adapted to the particulars online position by adapting
that provides added value of each zone and service, its websites to a new model
to the communities where and available in the official centred around end-users. The
Aqualia carries out activities. languages of the region. websites contain more visual
These websites let consumers The websites are all AENOR content and are compatible
access the virtual office to certified, which ensures with all mobile devices. All
carry out customer service compliance with Level AA websites are accessible and
processes, search for a nearby accessibility requirements AENOR certified, provide
office, get relevant local according to Standard service-specific content and
alerts and catch up on the UNE 139803. are available in the official
news concerning their local languages of the zone.
Municipal Water Service. In addition to digital channels
and telephone support, Aqualia
provides in-person customer
service at its offices.
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2017 REPORT
