Veolia, the water supply company in Orihuela, has conducted its 2025 Customer Satisfaction Survey in the municipality to assess user opinion. The annual study interviewed a sample of 100 adult clients who are decision-makers for household utility contracts. Overall satisfaction among service users reached an average score of 7.29 out of 10, marking an increase of 0.27 points compared to 2024. Half of those surveyed said they were satisfied with the service, while 44 per cent considered it acceptable, combining to form a 94 per cent positive or acceptable rating.
The company’s loyalty score stood at an average of 7.58, whilst the Net Promoter Score (NPS) rose to 14 per cent, up from -1 per cent the previous year. Technical service attributes received the highest ratings from Orihuela residents. Continuity of supply scored 8.96 out of 10, followed by water pressure at 7.73. Bill clarity and ease of understanding scored 7.52, while water quality achieved 6.49.
Water supply was identified as the municipal service residents are most satisfied with, chosen first by 35 per cent of respondents, ahead of electricity at 27 per cent and street cleaning at 11 per cent. For social responsibility and corporate image, concern for the environment and biodiversity topped the list with a score of 6.90, an improvement of over one point from last year. Regarding added-value services, discounts for leaks were named as the top priority by 31 per cent of customers. Finally, the preferred customer service channel was telephone at 48 per cent, followed by the website portal at 19 per cent and in-person offices at 18 per cent.
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