Part 3 - Citizens / Customers’ Survey
S-02.8 - In case of malfunction of the water scheme out of your HH responsibility, what do you do? In case of a problem with the water network, only 11% of the people concerned inform the employee of the Establishment, while 18% are still referring to the Municipality and an alarming 14% declares to fix it by themselves. The remaining 57% do not do anything (question 02.08).
Malfunction of the water scheme
S-02.10 - When you have a problem with your water network to whom do you complain? As already identified with a previous question, the majority of the people is still addressing their complaints to their Municipality instead to the Establishment (represented in any case just by the operator). There is an important percentage of people who don’t react.
Complaint
S-02.12 - What/How is the average time to receive a response? The average time for receiving a response in case of complaint is 1 day only for 20% of the cases, that can be considered a good indicator, but it should be related to almost 60% that declare to never receive any answer. 15% are declaring 1 month.
S-02.13 - What/How is the average time to receiving a repairing intervention when the complaint has been received by the operator?
Time for receiving reparation
In case of complaints, most of the cases are fixed within 1 to 3 days or within 1 week.
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