Customer Satisfaction
Customer satisfaction is directly linked to the economic-financial performance and reputation of organizations, and is a performance indicator that allows measuring how well the company meets customer expectations regarding products and services, under several aspects, such as relationship, service, time, price, trust, operational efficiency and cost/benefit ratio.
For Copel and its wholly-owned subsidiaries, customer satisfaction has always been part of the Company’s purpose and is linked to the organizational culture, especially in relation to operational efficiency, safety, reliability, agility and cordiality in attendance.
Although sector regulation requires the division of businesses into generation, transmission, commercialization and distribution of energy, customer satisfaction remains the focus of senior management, especially considering the new trend of customer migration to the free energy market and supply by distributed generation microgrids.
Copel Comercialização
In the scope of commercialization, the search for customer satisfaction is one of the pillars of this free trade model, which is, by definition, a competitive market in which companies compete for the preference of customers. To this end, Copel Mercado Livre has structured products and services aimed at meeting customers’ expectations, both in the improvement of management mechanisms and in the diversification of customized energy products and improvements in customer service processes.
A preponderant factor in differentiating Copel Comercialização from its customers is Copel Group’s rating (AAA) and the brand’s reputation. In addition, it has know-how in energy commercialization and rendering of related services. Other differentiating factors are the availability of a generation portfolio in the group, a stock of incentivized energy and the leadership in regulatory issues.
Copel Distribuição
Customer satisfaction is an essential part of Copel Distribuição’s purpose and is directly linked to its organizational culture, which is guided by the value “Every customer matters.” Customers’ perception of quality depends on operational efficiency, which is the result of the work of the commercial service teams and the quality of the services provided. This performance impacts not only customer satisfaction, but also cost reduction and meeting the expectations of regulatory agencies.
To monitor this satisfaction, Copel Distribuição conducts various quantitative and qualitative surveys involving rural, residential, non-residential, and large consumers. Quantitative surveys measure performance indicators and targets, while qualitative surveys help understand perceptions, guiding action plans for continuous improvement in customer service.
These surveys are conducted periodically and evaluate the overall customer experience with products, services, and interactions with the brand. In addition, they provide a space for customers to express their opinions and report their experiences, strengthening the bond and enabling more assertive adjustments to the services provided.
Main surveys carried out periodically
Abradee Survey
For over 20 years, the Brazilian Association of Electricity Distributors (Abradee) has conducted an annual survey of residential customers. The results are announced at the Abradee Awards in mid-July.
The sample planning considers the particularities of each distributor, such as the number and size of the municipalities served, ensuring a consistent sample.
The process involves:
- Grouping municipalities by location and number of residential consumers.
- Random selection of municipalities within each group to compose the sample.
- Random selection of census sectors (defined by IBGE) to identify the neighborhood, street, and household to be interviewed.
- This procedure is also adopted for distributors that serve only one municipality. The survey uses a 95% confidence level.
Aneel Survey
The National Agency of Electrical Energy (Aneel), regulator of the electrical sector in Brazil, conducts the annual Aneel Consumer Satisfaction Index (IASC).
The index is calculated based on approximately 30,000 questionnaires administered throughout the country, ensuring 95% confidence and a margin of error of 5%.
The evaluation model was developed from a qualitative survey conducted in 2000 and refined in conjunction with representatives from Aneel, state agencies, and distributors. The questionnaire evaluates five main variables, using measurement scales to compose the final IASC result.
Other satisfaction surveys
In addition to the surveys conducted annually by the Brazilian Association of Electricity Distributors (Abradee) and the National Electric Energy Agency (Aneel) with residential and large customers, Copel conducts periodic surveys with different audiences: rural and non-residential customers and consumers served in person, by call center, or through digital channels.
Continuous monitoring of complaints and comments received by the Ombudsman’s Office is another important method for identifying possible sources of dissatisfaction.
Among the main surveys conducted, the following stand out:
- Evaluation of Copel’s service image (Instituto Paraná Pesquisas), a survey conducted with residential, non-residential, and rural customers;
- Quantitative satisfaction surveys: post-service, reaction, digital channels, Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT);
- Qualitative satisfaction surveys: manager contact, open questions, and focus groups.
Surveys conducted with different customer groups are always carried out with a statistically representative sample of that group’s customer base. Effective monitoring of consumer perception allows for regular tracking of satisfaction levels, with results rolled out to all levels of the company.
Actions aimed at customer satisfaction
The information obtained from the surveys is processed and classified, resulting in reports that highlight the main needs of customers. Based on this data, the responsible areas plan and execute actions to improve internal processes and provide an increasingly better consumer experience.
Among the initiatives and products resulting from this work, the following stand out:
- Electricity grid modernization programs, such as Paraná Three-Phase Program and Intelligent Electric Network Program;
- Improvement of customer service channels, with new services in the app and on WhatsApp, as well as options for payment and installment plans for bills using credit cards;
- Educational and communication actions on the safe and conscious use of electricity, aimed at children, young people, and adults;
- Dissemination of social programs, services, consumer rights, and duties; and
- First Call Resolution – FCR.
| Frequency | Surveys | 2020 | 2021 | 2022 | 2023 | 2024 | 2025 |
| Annual | ABRADEE – Residential (ISQP) | 2,033 | 2,026 | 2,012 | 2,016 | 2,011 | 2,010 |
| Annual | ABRADEE – Large Clients | 684 | 687 | 697 | 699 | 681 | 593 |
| Annual | ANEEL – Residential (IASC) | 560 | 540 | 565 | 570 | 569 | 573 |
| Annual | Call Center | 1,365,965 | 1,262,714 | 2,070,699 | 2,078,700 | 846,007 | 812,469 |
| Annual | In-person Service | 0 | 415 | 4,543 | 2,287 | 1,619 | 2,545 |
| Annual | Phone Service | 0 | 0 | 0 | 0 | 1,674 | 2,524 |
| Annual | Dissatisfaction | 972 | 678 | 2,077 | 1,696 | 3,676 | 8,432 |
| Annual | Paraná Surveys | 0 | 4,534 | 4,282 | 4,758 | 5,060 | 5,260 |
| 2020 | 2021 | 2022 | 2023 | 2024 | 2025 | |
| Total Surveys | 1,370,214 | 1,271,594 | 2,084,875 | 2,090,726 | 861,270 | 834,406 |
| Total Copel Customer Units (UCs) | 4,837,723 | 4,928,926 | 5,014,184 | 5,101,077 | 5,189,232 | 5,403,991 |
| 2020 | 2021 | 2022 | 2023 | 2024 | 2025*** | |
| Percentage of Customer Classes Surveyed* | 80% | 80% | 80% | 80% | 80% | 80% |
| Percentage of Satisfied Customers | 84.40% | 78.70% | 77.00% | 80.20% | 79.10% | 89.09% |
*The results of these surveys are tied to the incentive program linked to the performance of the company’s executives. **Copel divides its customers into five different categories: Residential, Non-Residential, Rural, Large Customers, and Government. ***Starting in 2025, the customer satisfaction metric linked to the incentive program tied to the performance of the company’s executives (variable compensation program) became the CSAT for in-person and telephone customer service.
Percentage of satisfied customers
Target 2023: 77%
Reached 2023: 80.2%
Target 2024: 81%
As part of its strategy to improve customer satisfaction and generate value for the company, Copel has one of its initiatives focused on a plan to modernize its distribution network. The Smart Electricity Networks Program, which includes investments in communication and automation equipment for the electricity network, reduces disconnection times and speeds up service thanks to real-time information, avoiding trips to consumers’ premises to perform services and meter readings. Together with the Paraná Trifásico Program, which renews the company’s assets and makes the grid more modern and reliable in rural areas by replacing the old single-phase rural wiring with three-phase wiring. By 2025, the target had been met, and a total of 25,062 km of three-phase grid had been installed.
This ensures more affordable access to electricity, improves the quality of the power supply, drives the development of enterprises in rural production sectors, and contributes to energy security. To strengthen its commitment to customer satisfaction, Copel regularly conducts satisfaction surveys; the results of these surveys – measured against specific targets and metrics – are directly linked to the company’s executive targets and form part of the criteria for variable compensation (Performance Bonus – PPD) for Copel Distribuição’s executive level. Starting in 2025, this metric became the Customer Satisfaction Score (CSAT) for in-person and telephone customer service channels.
