Abstract :
The customers´ satisfaction increases along with the concern of suppliers to offer energy services and meet their clients´ demands. The transformations that took place and are still on the way on the energy market have determined the “shock” of mentality change. Thus, utilities don´t consider themselves anymore simply energy suppliers; they offer electricity services, in order to meet the needs of their clients and hence the satisfaction of the shareholders. This important shift of mentality in Romania has emphasized the concept of meeting the needs of a new philosophy of cooperation with the client in the management of the energy supply demand. What the client expects from the supplier is not just a product labeled “electricity”, but also a service represented by the availability of meeting the demand of energy at a certain quality level and when the customer needs it, including especially the terms in which this service is offered. As regards the satisfaction of shareholders, the motivation determined by profit should be introduced as a top priority in the activity of energy supply (the packet of services that can be offered automatically by a distribution and supply company or another commercial agent, formed by: ensuring the energy requested by the client, measurement, billing and collecting its value), as well as “support” activities, of maintenance and repair.
