Satisfaction

MRG’s overall customer satisfaction index reaches 78.5%

Results of satisfaction survey

Between December 2014 and January 2015 a survey was carried out of 473 users, the first satisfaction poll concerning the different services provided by Madrileña Red de Gas, distributed over seven service segments.

Similarly, between November 2014 and February 2015, the first trader satisfaction survey was carried out on the different services provided by Madrileña: more than 90 traders were interviewed relating to eight types of activity.

The user satisfaction survey revealed, among other things:

  • An overall satisfaction index of 78.5%.
  • 46.7% of MRG users surveyed recommended family members and friends to us.
  • A level of loyalty (also called the NPS or Net Promoter Score) among users surveyed of 23.2%.

For their part, the trader satisfaction surveys showed the most significant results:

  • An overall satisfaction index of 77.4%.
  • An average overall recommendation of 7.5 out of 10.