The energy sector is going through a phase of profound change. Competition intensifies, market dynamics evolve rapidly and, at the same time, the expectations of customers and partners grow and diversify. In this constantly evolving context, rethinking your positioning and the way you act on the market becomes a strategic choice. It is from this awareness that Enel’s approach was born: a path that is not limited to communication, but which concretely guides operational choices and the way in which the company relates to the changing world.
What does it mean to be an energy company in 2025? For Enel, the answer is responsibility. Not only towards the environment, but towards people, communities and the future that is being built together. The Group’s commitment is to chart a long-term trajectory that aims to drive electrification, demonstrating respect towards future generations in creating a future that is sustainable for all.
The trust that is built with people
In a historical period characterized by a worrying increase in scams in the energy sector, Enel has launched a structured anti-scam campaign to support consumers in the event of scams and incorrect practices. The initiative has the dual objective of educating customers to recognize fraud attempts through suspicious calls, SMS or emails; on the other hand, providing practical tools to defend oneself in an informed way.
The contents of the campaign explain how to identify warning signs, clarify that the company will never ask for personal data through unofficial channels and always invite you to verify every communication by contacting the official support channels. The language is deliberately simple and accessible, because protection must be within everyone’s reach.
But trust is not built only with information campaigns. It is also fueled by the daily life of the service. This is why Enel has invested heavily in multi-channel assistance, with support via telephone, apps, social media and intelligent chatbots. The results are measurable: in 2024 the company achieved a Customer Satisfaction Index of 85% on the main digital channels, thanks to an approach centered on listening and effectively solving problems.
Wind energy
Transparency becomes legible
There communication with customers it is fundamental. And what document better represents the relationship between an energy company and its customers than the bill? Historically, energy bills have been a conundrum for consumers: system charges, fixed and variable fees, and technical terminologies. Actually understanding how much and why you were paying was a real challenge. Enel takes an important step towards clearer and more accessible communication, introducing a new bill with a completely redesigned layout. Starting from 1 July 2025, the document will have a radically different appearance, designed to make it easier for customers to read and understand the costs.
The first page contains the main information: how much is paid and for what. At a glance, customers can distinguish energy expenditure and any social bonuses applied. Particular emphasis is given to the bonuses and discounts linked to the offers chosen and the news on the ENELtiPREMIA loyalty program.
The second page functions as an “energy receipt”, with a meticulous but understandable detail of all the items that make up the total. The most significant innovation is the possibility of clearly distinguishing the costs that go to Enel for the sale of energy from those that are paid for the network and system charges. Every penny finally finds a transparent and understandable place.
This is not just a graphic restyling operation. It is a concrete gesture of transparency that gives each customer the tools to understand their consumption and act consciously. It is proof that the value of “clarity” can translate into a document that every family receives periodically.
Energy efficiency meets technology
Energy efficiency is a central theme in the ecological transition. According to the International Energy Agency, efficiency can contribute to more than 40% of the necessary reduction in emissions by 2040, especially if accompanied by smart control and automation technologies.
In Italy, domestic consumption represents around 30% of total energy demand, according to ENEA data from the 2023 Energy Efficiency Report. This means that intervention at an individual level is by no means marginal, but can generate a significant impact.
Enel Energia’s Full Digital App transforms consumption monitoring into an everyday ally. This digital tool allows you to control the energy used in real time, identify waste and improve efficiency. It is not just a practical support, but a lever to make energy efficiency accessible to all.
The numbers confirm the potential: according to the Polytechnic University of Milan – Energy & Strategy Group, a family can save up to 15% of annual consumption thanks to smart monitoring systems. Even small daily reductions can generate significant economic and environmental benefits, demonstrating that technology becomes an awareness tool that allows people to make a difference, for the environment and for their bills.
Responsible choices, from energy communities to electric mobility
When it comes to responsible choices, Enel demonstrates that sustainability is not imposed but enabled, by providing concrete, accessible and shared tools.
Renewable Energy Communities represent an innovative and collaborative model. The way it works is fascinating: groups of condominiums, companies or local authorities come together to produce and consume clean energy together from renewable sources, such as photovoltaic solar panels. This group, legally constituted as a non-profit organisation, allows anyone to actively participate in the energy transition, creating local “zero km” plants. The goal is to produce energy at affordable prices and obtain an incentive for each kWh shared. With the CER Decree of January 24, 2024, these communities are finally regulated at a national level, stimulating their growth.
At the same time, Enel accelerates electric mobility, making Italy an increasingly accessible country for those who choose zero-emission vehicles. Today the company offers over 23,000 active charging points throughout Italy, thanks also to collaboration with more than 30 operators. A widespread network that transforms the electric car from a niche option to a concrete solution for everyone.
Since 2018, Enel has followed a roadmap strategic to establish itself as a point of reference in electric mobility, creating a network of charging stations in urban and extra-urban areas and in strategic sites characterized by high traffic flows, in line with the objectives of the PNRR. This is accompanied by digital services that simplify users’ lives, such as the Enel On Your Way app for planning trips and managing payments or the RFID Card which allows charging in a few seconds.
All this converges towards an ambitious but clear goal: zero emissions by 2040.
The model that generates results
The energy model applied by Enel is also a strategic lever for creating lasting value, as demonstrated by the results already achieved. According to the Kantar BrandZ Top 40 Most Valuable Italian Brands 2024 report, Enel is in second place among the most valuable Italian brands, with a 37% increase in its brand value, the highest of the national top 10.
But the value of a brand is not measured only in numbers. That 37% growth is the strongest sign of the growing trust that the company has been able to build with the market and consumers. A trust earned day after day, with tangible actions: from the fight against fraud to the simplification of the bill, from the transparency of consumption to the loyalty program.
Content created in collaboration with Enel
