Customer experience

Customer experience and digitalisation

Nedgia works to ensure that the service is agile, efficient and a benchmark in the sector, while complying with legal requirements. To achieve this, the establishment of an active dialogue is considered fundamental, as it allows understanding the needs of customers, resolving their doubts and dealing with complaints and requests in the most satisfactory way possible from their perspective.

Customer service model

Process automation

Ease and simplicity in management, seeking improvements in its processes and solutions.

Digitalisation

Promoting the use of digital communications that contribute positively to the environment.

Encouraging self-management by customers

Development and improvement of digital tools to facilitate immediate responses and resolve customer needs in an agile manner.

Homogenisation of care across all channels

For a unique omni-channel customer experience.

Pioneers in customer service with generative AI

First company in Spain to implement customer service with 100% generative artificial intelligence–based voice; it automates more than 80% of contacts, audits calls, generates automatic reports and helps improve customer satisfaction.

Forbes Innovation Award 2025: recognition of the Agentic Contact Center project in the Data and Artificial Intelligence category.

Committed to quality and customer service

Excellence in our services

+90,000

new customer registrations

300,000

customer operations

1,100,000

periodic inspections of customer installations

256,000

incident calls handled

30,000,000

meter readings

99.99%

supply continuity

<30 minutes

incident response time

8.1/10

overall customer satisfaction

We lead the smart gas network

We are leading the rollout of 5.5 million smart meters, enabling our customers to access real-time consumption data and benefit from remote shut-off for enhanced safety.

Work&Track Mobility

Nedgia has launched an innovative mobility solution that improves customer service and the digitisation of all operations throughout the country. It is a mobility tool with a unique design, allowing multi-operation and giving both the client and the partner companies an integrated solution that improves the effectiveness and excellence of the service.