Institutional portal - Municipality of Milan

Councilors Granelli and Lipparini: "High satisfaction for the activity carried out but also suggestions for an increasingly punctual and adequate service" - Survey on services provided by AMSA SpA 2020

Milan, June 9 2021 – Exam time for AMSA which this year too has consulted citizens asking for an evaluation of its work. The response of the Milanese was positive: AMSA promoted with an average rating of 7,7 (scale from 1 to 10).

The services that AMSA provides in the Municipality of Milan are being examined: waste collection, city cleaning and contact channels with citizens. The overall evaluation of the service offered by AMSA confirms and consolidates the positive opinions recorded in previous years, with over 96,7% of the citizens interviewed declaring themselves satisfied and with more than half of the sample (57%) giving an inclusive rating between 8 and 10.

Today the results of the survey were presented, as usual for this type of report, to the associations representing citizens (consumers).

"Despite the fact that the past year was different and exceptional in every way compared to the previous ones - say the councilors for Participation and Active Citizenship, Lorenzo Lipparini and for Mobility and Environment, Marco Granelli - the evaluation of the Milanese on the service provided by AMSA confirms the very high satisfaction with the activity carried out, a consolidated point of reference for all citizens. The survey will help us to better address the priorities and areas that require improvement in the future to give the city an increasingly punctual and adequate service. ".

The survey was carried out through telephone interviews between 15 April and 3 May 2021, on a sample of 4.000 citizens domiciled in 40 different neighborhoods of the Municipality of Milan.

The waste collection service remains highly appreciated with an average rating of 8,11. In detail, 98% of citizens interviewed declared themselves satisfied with the clarity and completeness of communications regarding separate waste collection (average rating of 8,1). In the year 2020 characterized by the covid-19 pandemic, the Milanese expressed particular appreciation for the correct and timely communication regarding the management of domestic waste during the health emergency (score 7,95).

The collaboration with citizens has brought results that are also recognized at a European level, which place Milan among the most virtuous metropolises with a share of separated waste exceeding 63%. The majority of those interviewed say they know the benefits offered by separate waste collection: 46,7% believe they are very informed about it while 52,3 think they know enough.

Still on the topic of correct waste disposal, 13,9% of those interviewed used the bulky waste collection service, known to 84% of respondents, expressing an average rating for the service of 8,7. Recycling facilities are also highly appreciated, used by one interviewee in 4 and obtaining a rating of 8,5.

Positive feedback also for the street cleaning service with an average rating of 7,42 and a satisfaction rate of 90%. In detail, the most popular urban hygiene services are the cleaning of parks and gardens and market areas at the end of sales activities, which record a rating of 7,5. This is followed by the bin emptying service and the cleaning of play areas and dog areas (7,3), the sanitisation of the streets during the lockdown and the weeding of weeds from the pavements (7,2).