Spaniards’ general satisfaction with municipal services increases

The results of IV Barometer of the satisfaction of public servicesled by the Urban Services Observatory (OSUR), shows a increase in the overall satisfaction index of municipal services, rising from 57% recorded in 2019, to 63% is 2022. The number of dissatisfied people also falls by 4 percentage points. There is a general decline in the most critical positions, and an increase in the very positive and indifferent ones, the latter especially in cities with traditionally good results.

Water supply remains the most popular public service in Spain, with 74% positive ratings and only 11% dissatisfied people

The results of this fourth edition of the Barometer are the result of ODC survey of 5,210 people To reflect the opinion of the Citizens of the 30 most populous cities in the country: 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.

According to the results, there is a general improvement of municipal services, in particular, green care services and the conservation of public spaces and street cleaning, which respectively passed from 37% of positive assessments, to 55 and 52%.

Best and worst aspects

With a For 74%, the water supply is the service most appreciated by the Spaniards. More than 7 out of 10 people are satisfied and only 11% express dissatisfaction. Compared to the previous edition, the most appreciated aspects of the service are maintained: operational management (correct functioning of the meter, pressure, continuity of service, etc.), and quality of water supplied.

In second place, the public transport and mobility service obtained an average satisfaction rate of 60%, 3 percentage points higher than the previous barometer of 2019. Dissatisfied people represent 16%1 percentage point less than in 2019. The status of cleaning and conservation of public transport and the frequency of buses, are the most appreciated aspects, with 59% of people satisfied, even if down by 13 percentage points compared to the results of 2019. fluidity of vehicular traffic and the price also improves, and they are very close to the approved one.

Waste and waste collection gets 60% of opinions positive and 18% dissatisfied users. What is most appreciated by users is the frequency of the separate collection service and the container service for separate collection.

The care of the green and the conservation public spaces and sports facilities It occupies the fourth place, in order of evaluation, and rises by 18 percentage points, to 55. The number of dissatisfied improves, from 26% in 2019, to the current 21%. The highest score, with 55% satisfaction, is obtained from the quality of the facilities, but the rest of the aspects examined varied about 45% of people satisfied and much less dissatisfied (-20%).

In the queue there is street cleaning, despite increases of 15 percentage points compared to 2019, marking 52% of satisfied people and 27% of dissatisfied, 10 percentage points less than in the previous barometer. All voices range from 43 to 51% citizen satisfaction, and half are dissatisfied, with the exception, of course, of the most consistently negative result of all surveys since 2017: clean up pet droppingswith 29% satisfaction and 46% negative opinions.

In relation to the data, Francisco Caamaño, President of OSUR, believes that: “The 2022 Barometer, the first made after the pandemic, shows usow influenced the opinion of the Spaniards on municipal public serviceswho confirm, now with enthusiasm, now normally, that when there was more need they worked, which reduced the criticism, and caused interesting phenomena such as, for example, that Jerez de la Frontera has moved from the last, to la second position in the perception of public services by the population of Jerez, obviously without demerit efforts that the City Council has made to improve them. In short, there is more awareness of our level of services, very remarkable in general, and the criticisms are, in general, more constructive.

It is significant that the care of public spaces and the cleanliness of the streets have improved to the approved level, although they still have a long way to go. However, concern for the state of the common home, which is thes streets, parks and squares of our cities, aims to increase civic awareness about the attention and care of spaces. Water supply, the most inertial service by its nature, continues to have the best perception, and it is a good that it does, since it affects the management of a resource that is as precious as it is scarce. Also waste collection and public transport they are kept at an adequate level of acceptance by the citizens.

We must not forget that the management of public services is a complex and constantly evolving task, therefore the achievement of excellence is a difficult goal to achieve, which isIt requires lifelong knowledge, dedication and question. In OSUR we believe that it is necessary for the managers of municipal public services to have a vision of the perception that citizens have of these, to help them guide their action and improve their quality ”.

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