Stakeholder
4.2

Customer support

Our primary CRM guidelines are observation of consumer rights and interests and satisfaction of their needs. The quality of services should meet or even exceed customer expectations. Customer service centers and bureaus all over the Company provided F2F service. Internet customer support and 8-800-2501-220 hot line support provide 24/7 remote customer services. The corporate web-site provides access to the online GD’s reception office and personal customer account.

To enhance quality and accessibility of the Company’s services 19 F2F customer service centers operated during the reported period. Our hot line customer service center has increased the quantity of telecommunication channels and employee population. We have upgraded our interactive voice answerback system. We have extended our online “Connection” service at “Personal Customer Account” of the corporate web-site with add-ins, “Electricity Transmission” service running in a testing mode. There were special customer boards in our Sverdlovenergo and Chelyabenergo branches, with the Permenergo branch collaborating with the multisectoral customer board, liable for operations of natural monopolies in the Perm region.

Branch Target Actual
Permenergo 1.0102 0.8767
Sverdlovenergo 1.0102 0.9543
Chelyabenergo 1.0102 0.8897
To enhance accessibility of information and transparency of the Company’s operations, we have posted information on QoS on the corporate web-site, installed information stands in F2F customer service centers and prepared step-by-step leaflets on connection services.

During the reported period the Company has achieved targets of QoS indicators approved by the state regulators. Actual values are within possible variations; max variation has not exceeded 14% with possible variation ratio set at 30%.

ЦЕНТР ЗАГРУЗКИ
Здесь вы можете скачать полный отчет 2016, отдельные главы в формате PDF и наиболее важные таблицы в формате Excel.
1About company
1.1Mission and strategic goals
1.2Market share
1.3Key 2016 events
2Board of directors’ progress report
2.1Letter to stockholders
2.2Production capital formation
2.2.1Network exploitation
2.2.2Electricity transmission
2.2.3Technological connection
2.2.4Development of telecommunications and IT systems
2.2.5Investments
2.2.6Innovations
2.2.7Efficacy enhancement
2.3Financial capital formation
2.3.1Analysis of revenues and expenses
2.3.2Analysis of financial standing
2.3.3Analysis of receivables and payables
2.3.4Analysis of credit portfolio
2.3.5Description of tariff policy
3Corporate governance
3.1Corporate governance practices
3.2Corporate governance system
3.2.1General meeting of stockholders
3.2.2Board of Directors
3.2.3Board of directors’ committees
3.2.4General director and executive board
3.2.5Remuneration and compensation policy
3.3Oversight system
3.3.1Board of internal auditors
3.3.2Independent auditor
3.3.3Internal control
3.3.4Risk management
3.3.5Security and anti-corruption
3.4Investor and stockholder relations
3.4.1Shareholder capital structure
3.4.2 Shareholder rights
3.4.3The company and stock market
3.4.4Communications with market participants
3.4.5FAQ
3.4.6Allocation of profit
4Stakeholder
4.1Human resources management
4.2Customer support
4.3Supplier relationship management
4.4Public and goverment relations
4.5Environment protection
5Appendices
5.1Prepared under Russian accounting standards
5.2Prepared under international financial reporting standards
5.3Related-party transaction report
5.4Corporate governance code compliance report
5.5References
5.6Abbreviations and acronyms