According to data from the 4th customer satisfaction barometer Public servicesthe 75% of citizens are satisfied with municipal public services from the city of Alicante. The results of this study, promoted by the Observatory of Urban Services (OSUR) reflect identical data to those obtained in the III Barometer of the OSUR, in 2019.
This figure places the city 12 percentage points above the Spanish average (63%). With these data, Alicante’s public services consolidate their positive distance from the 2019 data, where only 49% of citizens were satisfied.
It stands out that all services show the consolidation of the good marks obtained in the large survey that OSUR conducted in the Valencian Community in 2021. The score of all municipal services in Alicante analyzed is higher than the national average. These results place Alicante in the 6th place in the list of 30 Spanish municipalities more populated areas analyzed in the OSUR study, and with this scaling up 10 positions compared to the previous edition.
The most popular service is water supply, with a 79% acceptance rate, 5% higher than the national average. Although all aspects remain the same, or are higher than 70%, the most appreciated is operational management (pressure, continuity of service, cash operations, etc.), with 75% satisfied.
The the public transport service gets 73% satisfaction, in line with the results of the surveys carried out by the Observatory in 2018 and 2021. Thirteen points above the national average. Of this service, practically all the items are around 70 points: the state of cleanliness and conservation of public transport, the frequency of urban bus schedules, access to neighborhoods, among others.
The people of Alicante in third place for the waste service and waste collection, with 65% acceptance. This is 5% higher than the national average. Its most appreciated aspect is the frequency of the waste collection service, with 62% of favorable opinions, while the worst is the customer service in case of accidents, with 44% satisfied and 34% dissatisfied.
With the same result, the city consolidates the growth observed in 2021 in the care of parks and gardens, conservation of public spaces and sports facilities, with 65% satisfaction, 10% more than the national average. The most appreciated aspect is the state of the sports facilities, with 60% satisfaction, and the worst is the maintenance of green areas, with a satisfied/dissatisfied ratio of 46/45.
Finally, thestreet cleaning with 59% satisfaction, is 8 points above the national average. Alicante residents disapprove of cleaning up pet waste, with 45% dissatisfaction, and approve of cleaning sidewalks and streets in their area, with 54% satisfaction.
For Lorenzo Dávila, general manager of OSUR, “The citizens of Alicante show a general satisfaction with their public services, with water supply being the most appreciated service, followed by transportation. As already highlighted by the 2021 barometer, both street cleaning, a weak point in past editions, and waste collection consolidate their new image in the perception of citizens and are more than ten points above the average.
The results of this fourth edition of the Barometer are the result of the survey conducted by ODC among 5,210 people between July 4 and August 8, 2022, with the intention of reflecting their views on their public services in the 30 most populous municipalities of the nation : Madrid, Barcelona, Valencia, Seville, Zaragoza, Malaga, Murcia, Palma de Mallorca, Las Palmas de Gran Canaria, Bilbao, Alicante, Córdoba, Valladolid, Vigo, Gijón, L’Hospitalet de Llobregat, Vitoria, A Coruña , Granada , Elche, Oviedo, Terrassa, Badalona, Cartagena, Jerez de la Frontera, Sabadell, Móstoles, Santa Cruz de Tenerife, Pamplona and Alcalá de Henares.
About OSUR – AESP
The Urban Services Observatory (OSUR) is a platform belonging to the Association for Excellence in Public Services (AESP) which aims to become a spokesperson for citizens’ opinions on their municipal services. We want to defend the interests of taxpayers to receive excellent services in the most common aspects of their daily lives, which are precisely the services that Municipalities must provide. From OSUR we focus on analyzing how cleaning, transport, water, lighting and other services that depend on the municipalities are provided.
