The mixed company Aigües de Cullera, a collaboration between the Veolia group and the Cullera City Council, has presented the results of its “Customer Satisfaction Diagnosis” for the year 2025. The study, based on interviews with 100 adult customers who are decision-makers in supply contracts, aimed to assess the level of satisfaction with the service.
The general satisfaction of users reached a notable average score of 7.60 out of 10. A significant 69% of respondents declared themselves satisfied with the service, while 20% considered it acceptable, totaling a solid 89% of positive or acceptable ratings.
Water supply is, in fact, positioned as the municipal service with which citizens are most satisfied, with 28% placing it first, leading the ranking ahead of other services such as street cleaning (23%) or parks and gardens (20%).
Loyalty to the company also stands out with an average of 8.29, and the Net Promoter Score (NPS) for service recommendation is an excellent 39%. Furthermore, 11% of surveyed users perceive a direct improvement in the service over the last year.
Among the most valued technical attributes, continuity of supply scored 8.61, followed by water pressure at 8.27. Invoice clarity and comprehensibility achieved 8.10, while water quality received a 6.87. In terms of social responsibility, concern for the environment and biodiversity is the most valued attribute, with an 8.43. Discounts for leaks or escapes are the most important value-added service for 30% of respondents.
Regarding customer service, the telephone channel remains the preferred method (52%), followed by in-person offices (30%) and web chat (12%).
