Energy services. Guidelines for the assessment and improvement of the energy service to users
Energy services. Guidelines for the assessment and improvement of the energy service to users
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1 Scope This document addresses the relevant elements of energy service provided by energy suppliers to users . It envisages energy service as including two broad categories:
— energy supply /generation and distribution;
— advice on and improvement to energy efficiency .
This document provides best practice guidelines for energy service providers in order to continually improve their practices and quality of interaction with users . The following are within the scope of this document:
— definition of a language common to the different stakeholders ;
— definition of key components and characteristics of the energy service to users , with respect to their needs and expectations;
— guidelines for satisfying users ’ needs and expectations;
— assessment criteria for energy service to
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