Institutional portal - Municipality of Milan

96% of citizens interviewed were satisfied

Milan, July 8 2019 – Milanese citizens promoted the waste collection and city cleaning services carried out by Amsa in the Municipality of Milan with an average of 7,83. This is the outcome of the latest service evaluation survey.

"We are happy that the waste collection service has this appreciation - declares Marco Granelli, Councilor for the Environment -. However, we remain aware of the need to continue to improve, thanks also to this great understanding and collaboration between Amsa and the citizens of Milan".
The survey, carried out using the telephone interview tool in the months of May and June 2019, highlighted that 96% of the 4.255 citizens interviewed were satisfied with the service, therefore giving Amsa a score between 7 and 10 on the report card .
Going into detail, the urban waste collection service in 2018 obtained an average rating of 8,3, an increase compared to that of 2017 (7,7), with a satisfied percentage of 97%.

94,96% of the users interviewed declared themselves very satisfied with the clarity and completeness of communications regarding separate waste collection (average rating of 8,06, in 2017 it was 7,6). Satisfaction grows (95,6%) with respect to the adequacy of collection times, with an average rating of 8,02.

20,5% of Milanese people have used the bulky waste collection service, now known to over 9 out of 10 interviewees, with a percentage satisfaction of 98,59% and an average rating of 8,83, almost a point more than to 2017.

The feedback for the street cleaning service was also excellent, which in 2018 obtained an average rating of 7,39 - in line with last year - with a satisfied percentage of 86%. Among the most appreciated services we find the cleaning of the market areas following the sales activity, with an average rating of 8,33 and a satisfaction percentage of 98%. The green area cleaning service was also in line with the results of last year's questionnaire, with an average rating of 7,3 and a percentage of satisfaction equal to 87,49%.

In 2018, 30% of those interviewed used recycling plants. The most used centers are Corelli (28% with a rating of 8,3) and the Milizie recycling center (26,7%, overall rating of 8,4).

Few citizens (11,35%) needed to contact AMSA to request information or to resolve problems: of these, almost all (84,4%) relied on the toll-free number with a rating of 8,17, while just over 9% chose the website (average rating 7,22).

Finally, 57% of those interviewed consider the information provided by the Municipality of Milan on the environmental benefits of correct separate waste collection to be adequate, while 78% of the total have no doubts about how to separate waste. 22%, however, expressed some doubts, in particular regarding paper, plastic and special waste.

“The cleaning and waste collection service is, together with public transport, one of the most important for evaluating the performance of a local administration in front of users and citizens - declares the councilor for Participation, Active Citizenship and Open Data Lorenzo Lipparini - . This is also why we measure perceived quality not only as one of the obligations set out in the service charter, but as one of the areas to be monitored and on which to build a constructive dialogue, aimed at constantly improving the service. Over the last year, despite a slight contraction in costs, we have recorded the highest level ever in relation to satisfaction. A fact that pushes us to always do better.”