Paying attention to our customers’ needs is a fundamental value for the group as the success of its operating companies in complex and competitive markets depends on it. Clients are treated with respect and courtesy with an eye towards having a highly professional, collaborative relationship. Group companies are committed to providing high-quality products and services that satisfy the expectations of our customers.

Listening and communication.

Advertising and all other kinds of communications are inspired by the principles of honesty and transparency. Group companies are committed to constantly assessing (sometimes through toll-free numbers, blogs and dialogue with consumer associations) and measuring client satisfaction through dedicated research that provides ideas for innovation and the development of new products and services and for the implementation of new and improved commercial policies.

Our activities: some examples 

- Sorgenia’s civic analysis: all the printed material intended for clients when they sign up for a contract is evaluated by the consumer association Cittadinanzattiva, which approves its structure, layout and the content. 

 - The reconciliation protocol signed by Sorgenia with 11 of the biggest Italian consumer associations that make up the National Council of Consumers and Users (CNCU) allows clients to resolve disputes in a friendly manner, in a free and fast way that avoids the need of a judge. To start the procedure, it is sufficient to fill in a form downloadable from Sorgenia’s website (to visit the page click here) and send it by ordinary mail or email to a dedicated office at the company headquarters.  

- Espresso group since 1990 has adopted La Repubblica’s Code of Rights and Duties of Journalists, a further guarantee of the quality of the information provided to readers. The text outlines journalists’ basic ethical duties and lays down the fundamental values of independent journalism, of freedom from all influence and attention to the needs of the weak. Moreover, in order to give correct information to those working in the advertising market and to investors, the group actively participates in all associations and trade bodies that provide independent data collection and certification relating to the readership and circulation of daily newspapers and magazines (Audipress and ADS), radio audiences (Audiradio), TV audiences and internet usage (Audiweb). 

- Anni Azzurri, a Kos group company operating nursing homes for the elderly, has published since 2007 “Anni Azzurri News”, a twice-yearly free newspaper distributed in its more than 40 residences to residents, relatives and visitors. It is full of useful information and insights for those who take care of people with health and autonomy problems caused by aging. Some residences, furthermore, have their own newsletter – “La Gazzetta di Anni Azzurri” - whose writers include the residents.