At the end of 2024, VALNOR conducted a stakeholder survey by sending digital questionnaires to monitor customer perception regarding the degree to which their needs and expectations were being met.

This assessment covered Municipal Councils, Parish Councils, SIGRE clients, organic compost clients, Product and Service clients, and Door-to-Door Selective Collection clients (Commerce and Services), allowing for the collection of valuable contributions on various aspects of the services provided.

The results of the customer satisfaction assessment reflect the following response rate:

- Municipal Councils: 64% response rate. Overall satisfaction was rated as "Satisfied". The main opportunities for improvement relate to the number and frequency of collection at the recycling points.

- Parish Councils: 28% response rate. Despite the low representativeness, concerns were identified such as the number of recycling points, their location, response time to anomalous situations, and environmental information provided.

- SIGRE Clients: 100% response rate. The evaluation was very positive, with all indicators reaching the maximum rating.

- NUTREVALNOR Organic Compound Clients: 50% response rate, and the energy recipient company did not respond. The results were generally satisfactory, although there is room for improvement in the ease of contacting the company and the location of points of sale.

- Products and Services: 33% response rate. The evaluation was very positive, with all indicators reaching the maximum rating.

Door-to-Door (Commerce and Services): 23% response rate. Overall satisfaction shows satisfaction with the service, highlighting the professionalism of the collection teams and the collection schedule that meets the needs.

Based on the results, an action plan was defined that includes:

- Technical workshops with municipalities and parishes.

- Refinement of reporting information/reports from completed collection circuits
Invitation for a visit to VALNOR to all current and potential future compost clients.

VALNOR thanks everyone who participated and reinforces its commitment to continuous improvement and excellence in the services provided.