Dalkia’s commitment to its customers
We make four commitments to our customers as part of our drive to set the energy standard and rise to sustainability challenges. These pledges include:
- Energy savings and the campaign to tackle climate change
- Development of renewable and recovered energy sources
- Quality of service
- Customer support
1. Energy savings and the campaign to tackle climate change
Saving energy to reduce greenhouse gas emissions through a comprehensive range of energy efficiency solutions
Energy efficiency stems from improved power generation and reduced consumption. Upstream, Dalkia draws on its wide-ranging experience and expertise in designing and upgrading facilities. Downstream, we provide methods and tools to reduce consumption and tackle the problem of loss at production sites and in buildings.
Key figures: CO2 saved
In 2016, Dalkia saved 2.5 million metric tons of CO2 emissions from facilities it manages.
2. Development of renewable and recovered energy sources
Developing local renewable and recovered energy sources with a focus on biomass, geothermal and biogas
Dalkia optimises the choice of primary energy sources, in each case prioritising the most suitable energy solution(s) based on local opportunities and the technical, economic and regulatory environment. This involves developing the use of local renewables, including biomass, geothermal and solar energy. It also entails recovering energy produced locally as a by product of other processes, such as heat from industrial processes, datacenters and waste incineration.
- Dalkia operates 539 biomass facilities in France.
- Biomass represents 17% of Dalkia's overall energy mix.
Key figures: renewable and recovered energy sources
In 2016, Dalkia's renewable and recovered energy sources represented 29% of the total energy mix.
3. Quality of service
Satisfying customers through our quality of service
Dalkia has established a quality management system to better serve our customers by targeting their real needs, creating an organisation designed to better manage risks, meet contractual commitments, run facilities as efficiently as possible, and work hand-in-hand with customers on every level to promote continuous improvement.
We also conduct an annual survey in France to determine satisfaction as part of our customer feedback policy. This survey is mainly designed to:
- provide a snapshot of overall satisfaction and relevant details;
- measure changes in satisfaction since the previous survey;
- highlight Dalkia's strengths and weaknesses;
- understand the kind of improvements our customers want;
- recommend specific scope for progress.
Dalkia's management system meets the certification requirements of international standards including ISO 9001, OHSAS 18001, ISO 14001 and ISO 50001.
Key figures: customer satisfaction
Dalkia achieved an overall satisfaction score of 75% in 2016.
4. Customer support
Providing long-term support to our customers through solutions tailored to the challenges they face
Dalkia offers a range of solutions for its five categories of customer: local authorities, industry, healthcare, tertiary/commercial and residential. Each type of solution incorporates specific commitments. The Performance and Sustainability standards inherent in these solutions represent the highest level of commitment to sustainable development.
Each solution offers different levels of service ranging from the initial tier ("reliability") to the highest tier ("performance"), backed by sustainable development commitments such as the Energy Performance Contract (EPC).
This array of solutions comes with a number of optional "advantages":
- trading room;
- customer relations centre;
- energy reporting system;
- Dalkia Energy Savings Center (DESC).
Key figures: average contract length
Dalkia contracts span an average of 12.8 years