Veolia Hungary has achieved nearly the maximum score (100), specifically 98 points, for the second year in a row in the latest 2025 customer satisfaction survey. The company launched its annual assessment in 2021, in which partners from various business segments (water services, energy production – power plants, district heating –, energy, industrial, water technology, and construction services) could provide feedback on the company’s services by filling out a questionnaire.
Methodology of NPS Measurement
The methodology is based on the Net Promoter Score (NPS), which asks respondents, “How likely are you to recommend our company to others based on your satisfaction with our services?” using a scale from 0 to 10, where 0 means “not at all,” and 10 means “definitely.” According to the method, responses are grouped into three categories:
Promoters (10-9 scores),
Passives (8-7 scores),
Detractors (6-0 scores).
The NPS value is calculated by subtracting the percentage of detractors from the percentage of promoters. For example, if 70% of respondents are promoters, 10% are passives, and 20% are detractors, the NPS result is 50 (70-0-20). Customer satisfaction (NPS) is assessed every year.
According to Veolia’s preliminary targets, the NPS indicator must reach at least 30, and the revenue covered by companies included in the survey must account for 78% of total revenue.
In 2025, Veolia Hungary measured satisfaction data based on 100% revenue coverage and, similar to 2024, achieved 98 out of the maximum 100 scores, which indicates that partners continue to positively evaluate the fulfillment of services provided by the company and that cooperation met their expectations. The group is proud that in 2025, a much higher proportion of customers evaluated its services compared to the previous year, with 73% of respondents completing the questionnaires, while in 2024, this ratio was 58%.
Veolia’s international parent company announced in 2024 its new Green Up strategic program, valid until 2027, which supports the ecological transformation of the industry. Hungarian customers were also asked about this program in the survey. The highest score that could be given here was 5. Respondents rated Veolia Hungary’s services at an average of 4.7 points, which is also remarkably high. In this area, customers were most satisfied with the support received for decarbonization and achieving their ESG goals.
As a member of an international group, Veolia Hungary also leads in regional comparison, with its 98 customer satisfaction score far ahead of other countries in our region.
The outstanding NPS results within Veolia companies in Hungary, surpassing even the zone average, show that all our colleagues perform their work with exceptional expertise and precision to the greatest satisfaction of our customers.