The satisfaction survey carried out by the company highlights that 70% of its users already carry out procedures remotely.

Hidralia, a leading company in water management in Andalusia, has carried out, as every year, a satisfaction survey among its customers, to assess the service provided and take into account those aspects that should be influenced to improve the experience of the customers. users.

With an average rating of 7.50, customers are generally satisfied with the service provided by Hidralia in those municipalities where it manages the service, either directly or through some of the joint ventures in which it participates (Aguas of Huelva, Emasagra, Aguas de Benahavís, Aguas de Montilla, Aguas de Torremolinos, Aguasvira).

Among the aspects most valued by users are some of the services carried out in the management of the water service, such as help for people with difficulties paying for the water supply. The continuity of supply or the company's concern for respect for the environment and biodiversity is another aspect that appears highlighted in the results obtained. The ease and clarity of the information offered to customers is also highlighted.

The survey data also confirm the trend of recent years in terms of changes in the customer service model, with the non-face-to-face channel (website, telephone, WhatsApp) being the current preferred channel for carrying out the procedures. of the service above the face-to-face channel by obtaining 70% compared to 21%, an upward trend that has been maintained, and for which Hidralia has decidedly opted for the benefit of users through its new service channels and its CONTIGO customer service model.

With the aim of improving customer experience and accessibility, Hidralia has carried out a rapid transformation in its service model, called CONTIGO. This has implied the inclusion of new service channels; Likewise, various campaigns have been carried out in line with the current regulatory framework – in which the concept of vulnerability goes beyond the economic component and highlights, among others, the “digital divide” as a notable barrier to consumption – and has deployed a specific program that encompasses specific initiatives to eliminate existing barriers: understanding (new languages ​​of attention); linked to digitalization (in addition to the new non-face-to-face channels, procedures on behalf of other people are facilitated); due to sensory disabilities (such as the video interpretation service in Spanish sign language) or cognitive disabilities, in addition to informing about all the aid available for people in situations of economic vulnerability.

With You Program

The CONTIGO program seeks excellence through differentiation, support and closeness and has been valued very positively by citizens in the social measures implemented.

In this way, among the measures most highlighted by users are discounts in case of leaks or leaks in the home (with a score of 8.75), aid in case of financial problems (which obtains a score of 8 .77), assistance in case of difficulty when carrying out procedures (which reaches a rating of 8.79) and the alert service via SMS or email informing of excess consumption or cuts, works... ( with a grade of 8.74).

Speed, convenience and accessibility are advantages of these channels, such as the website, www.hidralia-sa.es, where customers can consult or carry out any procedure, which also has a virtual assistance Chatbot in which customers are provided with customers answers to their most common queries. The telephone service, WhatsApp or the video call service are other measures that the company is making available, without giving up attention with the same closeness as always.

Agility and immediacy in attention become, according to the survey carried out, the two most priority values ​​in customer service and in this sense Hidralia is committed to informing its clients directly of the issues related to its service. of drinking water and sanitation through its free service alerts (https://www.hidralia-sa.es/registro). By activating it, the client will be able to receive the Servialertas on their mobile phone via SMS or through their email.

Finally, Hidralia wants to highlight the quality, safety and guarantees of the water it supplies in the different territories, highlighting the multiple analyzes that are carried out continuously to certify that the water that comes out of the tap meets the maximum standards required for consumption.