ACEA ENERGIA NPS courtesy/ professionalism indicator = the two markets; in detail: SMT 70.6% and ML 73.6%) NPS perceived service quality indicator = 51.8% (average between the two markets; in detail: SMT 54.1% and ML 49.4%) Contact channels were unified into a single call centre that manages commercial offers and caring for electricity and gas; the revision of Interactive Voice Response – IVR systems simplified access to services, lowering the TMA (Arera Parameter Average Lead Time).