Relationships with Consumer Associations
SMAT, in line with the fundamental principles and the reference quality standards of the supplied service stated in the ATO 3 Integrated Water Service Charter, places great importance on periodical analysis and “customer satisfaction” data.
A Protocol of Intent was signed by SMAT with all Consumer Associations members of the Regional Consult for the Defence of Consumer’s Health of the Piemonte Region.
The Protocol contemplates a variety of initiatives defined in common by SMAT and the Associations. The guidelines are:
- to open a direct communication channel via SMAT’s Guarantor who is at the service of the Associations for customer management related issues
- to improve the quality of information in external communications by SMAT with a capillary dissemination promoted by Customer Associations
- to organise consultation and information meetings once a semester to examine standard monitoring results and suggest actions to improve service and communication with customers and users
- to publish the monitoring results in the course of press conferences jointly organised by SMAT and Consumer Associations