i-DE, Iberdrola España's distribution company, awarded for developing the best Customer Experience
The company is the first distributor to be recognised with this award. It was also a finalist in the Best Customer Journey award.
It has been awarded this recognition for its cultural and process transformation project, which aims to put the customer at the centre of its business.
From left to right: Blanca Espinosa, i-DE Customer Relationship Manager; Mónica Miyar, i-DE Customer Services Manager; and Lorena Fernández Villalvilla, i-DE Customer Experience Manager (CXO).
i-DE, Iberdrola España's distribution company, has received the award for Best Customer Experience Strategy at the tenth edition of the Association for the Development of Customer Experience (DEC) Awards, becoming the first distribution company to be recognised with this award. The company was also a finalist in the Best Customer Journey award.
Focused on service quality and accelerating the transition to a more sustainable energy model, i-DEExternal link, opens in new window. is working to facilitate renewable energy connectivity, electric mobility and decentralised consumption through the use of smart grids. The award for Best Customer Experience Strategy was given for its cultural and process transformation project, the aim of which is to place the customer at the centre of its Customer Experience Plan.
The company has managed to reduce by 87% the complaints received for supply quality, and has obtained a Net Promoter Score (NPS) more than 23 points above the sector average. This indicator reflects customer satisfaction and the effectiveness of the actions implemented by the company. Both figures have been particularly highlighted by DEC, considering that customers do not have the option of choosing their electricity distributor.
The jury, made up of 12 experts in this field, also assessed i-DE's candidacy for its strategic value, the criticality of the project in terms of positioning the company as a benchmark in customer experience in its sector, its originality, innovation and differentiation, as well as its impact on business results and its valuation by customers and employees.
The Association for the Development of Customer Experience (DEC) has 150 corporate members from the main brands and is the first Spanish association that promotes the development of Customer Experience as a differential element of business strategy, identifying best practices, disseminating and promoting new methodologies and recognising professionals and companies in the field.
The best quality of supply
i-DE offers its customers a level of service quality 20% above the average for the Spanish electricity sector. In the last three years, the company has managed to improve the quality of the electricity supply it offers its customers by 15%.
The company focuses on three areas: service improvement (quality of supply and improved service), care for the environment (protection of fauna and biodiversity) and energy transition, favouring the integration of more renewables, as well as sustainable mobility, smart cities and decentralised consumption, electrification of heating and industry and the production of Green H2, through the use of smart grids.
In Spain, i-DE manages more than 260,000 km of power lines, with a presence in 10 autonomous regions and 25 provinces. It also has more than 97,000 transformation centres in service and more than 1,000 substations to offer the best service to its more than 11 million customers.
Grids are the backbone of the new energy model and the path towards a green economy, which allows for the integration of more renewables, sustainable mobility and electric vehicles, smart cities and self-consumption. Therefore, by 2025, the Iberdrola Group will allocate €27 billion to its networks business to develop its activity globally. In Spain, specifically, it will allocate 5% of the total, which will amount to €1.35 billion.