The award acknowledges the energy company’s customer-centred approach, responsiveness, and the professionalism of its teams.
The recognition coincides with the rollout of Naturgy’s new digital platform, which has transformed its customer service by improving quality and simplifying supply management.
Naturgy has been recognised as “Customer Service of the Year” by consumer consultancy Sotto Tempo. The award highlights the company’s commitment to quality and continuous improvement in customer service. This recognition comes as the group completes its customer service transformation process through the creation of a new digital platform that simplifies all procedures related to energy supply.
The award acknowledges Naturgy for its customer-focused approach, responsiveness, and the professionalism of its teams, consolidating its position as a benchmark in the sector. The evaluation process combined 220 mystery shopper tests and 2,000 satisfaction surveys with real customers, assessing aspects such as response times, service quality and relational attention. The process, carried out in a fully objective manner, involved the leading companies in the industry.
According to Sotto Tempo, this award “is much more than a prize: it represents recognition of the ongoing effort and commitment of all those who work every day to deliver quality customer service.” Naturgy will be entitled to use the official logo of the award throughout 2026.
Focus on the customer
Naturgy’s customer service model is built around customer satisfaction, achieved through digitalisation, process automation, the promotion of customer self-management, and the standardisation of service across all channels to ensure a seamless experience. At the same time, Naturgy maintains the importance of assisted channels (shops and call centres), which remain highly valued by specific customer segments.
The new digital platform implemented by Naturgy in its retail business represents a complete transformation of its commercial operations, built upon five key pillars: total customer focus, extreme simplicity, process automation, the highest standards of excellence, and the use of technology in a process of continuous improvement.
Through the new digital platform, which will progressively incorporate the latest advances in Artificial Intelligence, customers can easily and quickly carry out or request transactions, as well as access detailed historical information on consumption, invoices and previous transactions. Customers can also track the progress of their open requests with the supplier in real time.
For industrial customers, Naturgy has developed a new virtual office through which users can view all relevant information regarding their energy contracts; access and download invoices, reports or consumption curves; make comparisons with previous years; and monitor the progress of all their requests.
The new platform also streamlines all processes within Naturgy’s commercial operations, providing the company with greater flexibility to respond to and meet customer needs in a much more agile way.
In addition, further incremental improvements will be gradually introduced in areas such as artificial intelligence applied to customer contact and processes, new digital capabilities for managing contracts and invoices, and self-service functionalities that will allow customers to monitor, control and optimise their energy services on a daily basis. The ultimate goal is to make every management process as easy as possible for both customers and the service agents who operate across different channels.
The new retail business also aims to promote the energy transition through its A label, which guarantees that 100% of its electricity supply comes from renewable sources.
This evolution of the retail business has not involved any changes to the commercial or contractual terms for current customers. The new retailer maintains its usual communication channels – telephone, website, social media and local shops – allowing customers to choose the method of contact they prefer. Furthermore, the new digital platform supports the harmonisation of service quality across all of Naturgy’s channels, reinforcing and complementing the existing service provided in physical stores, online, through social media and over the phone.
