90% of the customers of Sofiyska Voda are satisfied with the services of the company

90% of the customers of Sofiyska Voda are satisfied with the services of the company

In 2021 a significant majority of the residents declare that they have not had any problems with the water, indicates a public survey


05.12.2021

The total satisfaction rate with the services of Sofiyska Voda, operated by Veolia, is marked by growth, reaching 90% for the past year. There is a 6% increase in the share of people who declared that they are “rather satisfied” with the WSS operator. “The trend could be defined as positive in the context of the economic crisis and compared to the opinion of the customers towards the other utility companies.” The data and the genеralization come from the annual marketing representative study of Alpha Research carried out among 1,000 residents of the capital through a quantitative survey performed in the period November 8 – 21, covering various age, professional and social groups.   

The data outline several more positive trends. 76% of the residents of the city drink tap water. The customers are satisfied with the continuity of the services (85%), water pressure (84%) and the diverse debt payment channels (79%), customer service (69%). “The vast majority have not had any problems with the water transmission and sewer services, and in cases of such issues customer approval with the response time for fixing the failure is present”, also summarizes Alpha Research. 64% of the respondents have not had any problems with the water in 2021, which is 15% more compared to last year.

The new company website and mobile application are also highly appreciated, implemented just a few months ago, as the share of users has nearly doubled in comparison with last year.

Sofiyska Voda, operated by Veolia, is the utility service provider in Sofia receiving the highest appreciation according to another type of marketing instrument – the NPS score adapted to the study of public service suppliers.

The annual survey of Alpha Research helps Sofiyska Voda to be better oriented in the opinions, needs and causes of satisfaction/dissatisfaction among its customers and is part of many other commitments made to them in the Customer Charter. The data, although in tabular form, serve for achieving the purpose of Sofiyska Voda, operated by Veolia, namely – services smooth as water, beneficial to people, society and life in Sofia!

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