Canal Gestión subscribers give the company's management a 7.45, according to a press release from the entity. This figure represents an increase of 16.41% compared to 2014, the year in which these opinion studies began to be carried out among users of Lanzarote and La Graciosa.
For six years, Canal Gestión Lanzarote has also been carrying out a more specific study "pursuing the objective of measuring not only the satisfaction that subscribers feel with the service they receive and the perception they have of the company, but also assessing other attributes such as, for example, image or proximity".
Thus, in this last exercise corresponding to 2022, the results based on 1,709 telephone surveys conducted in two waves, confirm that customers also give a good (6.93) as an average grade in relation to the image offered, registering a slight increase of 0.58% compared to 2018 when the new studies began to be carried out.
Of this satisfaction, the attributes best valued by service subscribers are the periodicity, punctuality and clarity of the invoice with a score of 8.41, 8.36 and 8.2 respectively; the supply service in general and the continuity of supply with 7.56 and 7.55 points respectively; the environmental commitment shown by the company with 7.52; and the estimation of reading with 7.49 points.
Among the aspects that receive less valuation are the quality of supply (6.58), and proximity (6.59). Customers in Arrecife, San Bartolomé, Tías and Teguise are the most satisfied with the company.
"Specifically, with respect to the drinking water supply service, which receives an overall score of 7.11 points, 46.8% of those surveyed are functionally satisfied and 36.4% are very satisfied. In this line, almost 8 out of 10 respondents consider themselves satisfied with the continuity of the service and the supply service in general; and more than 10 out of 10 perceive with much and quite satisfaction the quality, taste and transparency of the supplied liquid", reports Canal Gestión.
Pipe breaks, the biggest problem affecting subscribers
On the other hand, in this exercise, almost 32% of those surveyed said they had had some problem with the supply. Customers in Haría and Tinajo continue to be the ones who claim to have the most incidents, followed by San Bartolomé and Yaiza. Arrecife is in last place with 21.3%.
The cuts in the supply, "mainly motivated by the breakdowns that occur continuously in the transport networks given their age and poor condition, and the pipe breaks in the street", according to Canal Gestión, "continue to monopolize the majority of the types of incidents suffered by customers, as expressed by 87.2% of those surveyed". On the contrary, excess pressure, internal pipe breaks in the home due to excess pressure, air in the pipes or problems with billing due to excessive consumption or with the meter are the least common incidents.
The results of this survey that measures customer satisfaction and trust are transferred to the Water Consortium of Lanzarote, as the owner and owner of the service, and as a response to an obligation of the contract signed for the management of the integral water cycle in Lanzarote and La Graciosa. On the part of Canal Gestión, the data are valued and taken into account to identify the degree of management and the needs of the sector, as well as to propose improvements that allow focusing efforts to achieve an optimal service in the production and supply of drinking water.
