92% SATISFIED CUSTOMERS WITH THE WSS SERVICES IN SOFIA IN 2022

The sociological survey of Alpha Research agency has indicated a significant increase in the confidence in drinking water quality and use of the digital services of Sofiyska Voda, operated by Veolia

The customers have rated the WSS services in Sofia extremely high, as is indicated by the sociological survey of Alpha Research agency. In 2022, there is a 2% increase in the number of customers satisfied with the services of Sofiyska Voda, operated by Veolia, as for comparison, in 2021, their share was 90%, and in 2019 – 87%.

"We see a lasting upward trend of the proportion of customers who are very satisfied with the services of Sofiyska Voda, operated by Veolia. This is the most important and realistic evaluation of our work and indicates that people see and appreciate our constant efforts to improve the standard and quality of our services. 92% satisfied customers is also a strong motivation for us to continue to perform better, with higher quality, in a modern and professional way", commented Vasil Trenev, Executive Director of Sofiyska Voda, operated by Veolia.

The company ranks first in terms of the customers’ overall satisfaction rate among utility service providers in the capital, which makes it a leader in the utility sector in the country.

The three most important indicators for the customers remain water quality, service price and civil works. In these three aspects, customers give higher scores in comparison with the previous years.

The most serious increase is in the positive attitude and trust towards drinking water. 85% of the respondents express a positive opinion for the quality of the drinking water in 2022, which is 5% higher than in 2021. The number of Sofia citizens opting for drinking tap water is also growing. 57% of the customers consume it on a daily basis, while for another 25% it is a regular choice. The potable water in Sofia is even suitable for daily consumption by babies. In addition, 96% of the interviewees confirm that they have not had any issues with the water quality in their homes.

80% of survey respondents state that they have not had any problems with the water supply over the last year. This is 16% higher compared to 2021, which is indicative of sustainable and reliable services. 84% of the customers have not had any issues with the sewerage services, either.

An increasing number of customers choose to submit self-readings. There was a sharp rise in the trend over the last two years during the Covid pandemic. In 2022, 31% of the respondents choose to submit on their own the readings of their water meters every month. The percentage of those who chose remote reading also increases by 3%, and the overall satisfaction with the water meter reading is 93%. This is also due to the new possibilities for submitting self-readings, which Sofiyska Voda, operated by Veolia, has ensured through its website and mobile application. An increasing number of customers avail themselves of the digital services provided by Sofiyska Voda, operated by Veolia. For example, 48% of the respondents use electronic invoice, which is 16% more than in the previous year (2021). Customers have increased their appreciation of the quality of the service and approved the communication with them.

Despite the economic crisis and the inflation over the last year, respondents place the level of the combined price for WSS services within the range of low to normal.

The sociological survey is representative. It was conducted in November 2022 by the independent sociological agency Alpha Research among 1,000 metropolitan residents aged 18-60+ who are personally responsible for paying their household water bills.