To further improve: compliance with commercial quality standards in gas and electricity services (respectively (within 90 seconds for the mass market customers and 60 seconds for business customers) and the branches (12 minutes in 2013), the safety of the gas services (to maintain calls for emergency services with response within 60 minutes at 97%) and the customer satisfaction index (to reach an index of 70 for residential customers in 2011 and within 2013 for business customers).