Customer Satisfaction Survey to Strengthen Water Service Governance

ALFA S.r.l., the company managing the integrated water service in the municipalities of the Province of Varese and surrounding areas, has launched a Customer Satisfaction Survey aimed at collecting users’ feedback and measuring the perceived quality of the service. The ten-week initiative responds to the need for reliable and up-to-date data to monitor citizens’ satisfaction, identify areas for improvement, and build a solid information base to support strategic planning.

More details

The activity involves 2,500 interviews conducted through CATI/CAMI methodology, targeting a representative sample of the population served. The survey covers direct household users, indirect household users (condominiums), and non-domestic users. It aims to measure overall satisfaction, analyse annual trends, identify significant changes, and assess the general perception of the service. A strategic mapping exercise will also be developed to highlight strengths and areas for improvement.

The project includes the design of a questionnaire (both preliminary and final versions), data collection and analysis, and the drafting of a final report.

An element of methodological innovation is the introduction of a QR Code disseminated through the company’s institutional channels, allowing users to provide spontaneous feedback via mobile devices. This tool broadens the information base and enables the collection of timely feedback, enriching the traditional survey approach.

Project Impact

Through Lattanzio KIBS’ contribution, ALFA S.r.l. will gain a clear and updated overview of the perceived quality of its water service, improving its responsiveness to users’ needs. The integrated approach - combining traditional survey methods with digital tools -enhances the value of the data collected, enabling more informed decision-making and targeted strategies. The expected outcome is a stronger relationship of trust with citizens and a management approach increasingly focused on quality and sustainability.