At the end of 2024, RESIESTRELA conducted a stakeholder survey by sending digital questionnaires to monitor customer perception regarding the degree to which their needs and expectations were being met.
This evaluation covered Municipal Councils, Parish Councils, SIGRE clients, organic compost clients, Product and Service clients, and Door-to-Door Selective Collection clients (Commerce and Services), allowing for the collection of valuable contributions on various aspects of the services provided.
The results of the customer satisfaction assessment reflect the following response rate:
- Municipal Councils: 93% response rate. Overall satisfaction was rated as "Satisfied". The main opportunities for improvement relate to the "General state of conservation and cleanliness of the recycling points".
- Parish Councils: 19% response rate, with overall satisfaction of "Satisfied". Despite the low representation, concerns were identified such as the location and frequency of collection at the recycling points, the ability to resolve anomalous situations, and the environmental information provided.
- SIGRE Clients: 67% response rate. The evaluation was very positive, with all indicators showing a good rating.
- FERTIVERDE Organic Compost Clients: no responses to the questionnaire were obtained.
Products and Services: no responses to the questionnaire were obtained.
- Door-to-Door (Commerce and Services): 28% response rate. Overall satisfaction shows high satisfaction with the service, highlighting the ease of contact with the company, the technical competence of the information and clarifications provided, as well as the behavior of the company's employees.
Based on the results, an action plan was defined that includes:
- Technical workshops with municipalities and parishes.
- Refinement of reporting information/reports from completed collection circuits
Implementation of the actions described in the PAPERSU (Environmental Performance Assessment Plan)
RESIESTRELA thanks everyone who participated and reinforces its commitment to continuous improvement and excellence in the services provided.