Veolia Hungary's 2024 customer satisfaction survey again showed excellent results, indicating positive feedback from partners and clients. The NPS and NSS indicators further improved compared to previous years, showing that service development and strengthening customer relations have a significant impact on user experience. To achieve the objectives of the Veolia group, the parent company introduced performance indicators in five areas. Social, societal, environmental, economic and financial, and commercial performance indicators all help the company to implement its strategic program. The commercial strategy was defined to ensure long-term results, which the group seeks to achieve, among other things, by continuously increasing customer satisfaction. In 2024, previous results were surpassed, so we closed the most positive year ever in the eyes of our clients.
Methodology of NPS and NSS measurements
The methodology of the Net Promoter Score (NPS) is that respondents are asked to answer the question "How likely are you to recommend our company to others based on your satisfaction with the service provided?" using a scale from 0 to 10, where 0 means "not at all" and 10 means "definitely". According to the method, respondents belong to three groups based on their scores:
promoters (9-10 points),
neutrals (7-8 points),
and detractors (0-6 points).
Then, the percentage of detractors is subtracted from the percentage of promoters, giving the NPS value. So, if 70% of respondents are promoters, 10% are neutral, and 20% are detractors, the NPS result is 50 (70-0-20).
The method for the NSS (Net Satisfaction Score) survey is exactly the same as the NPS, except that in this case the opinions of end-users (i.e., residential consumers) are sought regarding the quality of the services provided (district heating, water supply, and wastewater disposal), not those of clients or partners. The opinions of end-users included in the NSS survey can be collected by the service providers in four different ways: in person at the customer service office, by mail, by phone, and through their website.
Customer satisfaction (NPS) is measured every year, while consumer opinions (NSS) are only surveyed every second year; both indicators were examined for 2024.
Veolia's results in 2024
In Hungary, Veolia employees contacted partners in 7 segments for the survey this year: water services, energy production, power plants, district heating, energy services, industrial services, and partners related to water technologies.
Hungary met both expectations in 2024, and managed to improve on both NPS and NSS results:
Instead of the target of 30 points, the company achieved 98 points for 2024, meaning NPS results increased by 4 points compared to the previous year.
In terms of total revenue, instead of the expected 75%, customer satisfaction data was measured from 100% coverage in Hungary, already significantly exceeding the company's 2027 Green Up strategic program's target of 79%.
In 2024, two separate NSS surveys were conducted: one covering district heating services and the other evaluating the services of Szegedi Vízmű Zrt.
District heating providers belonging to Veolia have a total of 24,337 clients, of whom 3,500 were surveyed and 1,289 responded, resulting in an NSS score of 68. In Szeged, the mandatory biannual MEKH (Hungarian Energy and Public Utility Regulatory Authority) tablet-based survey was supplemented by the local customer service with NSS questions. The subsidiary has a record of 91,887 clients, 5,570 of whom were surveyed, with a total of 1,304 responses received; the water utility's NSS result was 88.
This year, the survey was further supplemented with questions related to strategy. Considering the entire client base, all four questions related to ecological transformation received positive feedback. On a scale of 1 to 5 (where 1 means not at all and 5 means fully), partners answered the questions with an average score of 4.65.