Citizen satisfaction with all municipal services is growing, as can be seen from the II Public Services Satisfaction Barometer promoted by the Urban Services Observatory (OSUR)). The survey, conducted by Ipsos among 5,137 people, reflects a general satisfaction rate of 64%, 3 points above last year. The water supply continues to be the best valued public service in Spain and its perception even improves, going from 61% to 69% of satisfied citizens, while dissatisfied citizens drop 8 points compared to the previous edition, going from 21% to 13%.
The results of this second edition of the Barometer are the result of an annual survey that seeks to reflect the opinion of the municipal public services of the citizens of the 30 most populated populations in the country: Madrid, Barcelona, Valencia, Seville, Zaragoza, Malaga, Alcalá de Henares, Alicante, Badalona, Bilbao, Cartagena, Córdoba, A Coruña, Elche, Gijón, Granada, L’Hospitalet de Llobregat, Jerez de la Frontera, Móstoles, Murcia, Oviedo, Palma de Mallorca, Las Palmas de Gran Canaria, Pamplona, Sabadell, Santa Cruz de Tenerife, Terrassa, Valladolid, Vigo and Vitoria.
In this edition, all services grow in value compared to last year. After the water supply, the services most valued by the citizens are the collection of rubbish and waste, with 65% acceptance; public transport and mobility, with 64% (going from second to third place compared to last year); the care of parks and gardens, public spaces and sports facilities, with 59% satisfaction (this being the service that experienced the most notable improvement); and, finally, street cleaning services, which receive a level of satisfaction of just 48% and remain the worst valued.
As shown in the graph, Basques (80% satisfaction) and Navarre (78%) continue to be the most satisfied citizens with their municipal public services, standing well above the Spanish average (64%). The Autonomous Communities most dissatisfied with their services are Andalusia, which fails to reach approval (49%), the Canary Islands (51%) and the Balearic Islands (56%).
As significant variations compared to 2017, the Balearic Islands is no longer in the last position it occupied in 2017 and has improved the opinion of its citizens by 13 points, up to 56%. On the opposite side, the Canary Islands dropped to the penultimate position in the ranking after the number of satisfied customers decreased by 10% compared to the first edition of the Barometer.
Ramiro Aurín, general director of OSUR, maintains that: “The data from this second edition of the Barometer reflect a slight improvement in the perception of public services at a general level by Spaniards, which indicates that the Town Halls, in general, are doing well. The water supply, garbage collection and public transport are the most valued benefits and the satisfaction index is growing in all of them. However, street cleaning continues to be a pending issue, since not even half of the citizens give them a pass”.
Best and worst valued aspects
With respect to water supply, the service most valued by Spaniards, has almost 7 out of 10 satisfied citizens, only 13% are dissatisfied. This year the most valued aspects of the service are maintained compared to the previous edition: with 69% acceptance, the general quality of the service (proper operation of the meter, pressure, continuity of service…); It is followed by the quality of the water supplied, with 59%, and the sewerage service, with 53% satisfaction.
The garbage and waste collection This year it moves to the second place of best valued services, with 65% of satisfied citizens. The most valued continues to be the frequency of collection, with 76% acceptance, followed by the provision and equipment for the provision of the service and the selective collection container service, both with 67% satisfaction.
In it public transport and mobility, which obtains an average satisfaction of 64% and an improvement in its perception of 5 points compared to last year. The most valued aspects are the condition and cleanliness of the vehicles, with 75% satisfaction; access to neighborhoods and the frequency of metro and tram schedules, both with 65%.
The conservation of public spaces and street cleaning They are once again the worst valued services in this second Barometer, although it should be noted that their satisfaction rates have increased this year, with an increase of 10% more satisfied in the care of parks and gardens and 4% in street cleaning.
In the case of the conservation of public spaces (parks, gardens and sports facilities) citizens appreciate the quality of the facilities and the care of green areas with 58% satisfaction. However, 38% feel dissatisfied with the low presence of maintenance personnel in parks and public spaces.
Lastly, regarding street cleaning, it should be noted that, although it rose four points compared to last year, Spaniards continue to find most of their cities dirty, without getting the pass (48% satisfied). The presence of pet excrement continues to be the aspect that bothers citizens the most with 67% dissatisfaction, followed by sidewalk cleaning, with 45% negative opinions and 40% the infrequency with which they are carried out. street cleaning work.
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