Customer survey produces very good results for ESO Dienstleistungsgesellschaft

This was the result of a customer satisfaction survey commissioned last fall by L.Q.M Marktforschung from the company, a subsidiary of Stadtwerke Offenbach and Meinhardt GmbH. Almost exclusively commercial customers, all of whom had already used the services, were surveyed online and by telephone.

Through ESO Offenbacher Dienstleistungsgesellschaft mbH (ESO DL), Stadtwerke Offenbach offers other services in addition to the sovereign tasks it performs for all citizens. "The results of the customer survey now available show a high level of satisfaction, both with the company as a whole and with the individual services," says ESO DL Managing Director Heiko Linne.

42% of those surveyed are "very satisfied" with ESO DL, while a further 45% are "fairly satisfied". There is hardly any explicit criticism. ESO DL is particularly rated as "trustworthy" and "competent", but also "environmentally oriented" and "reliable". Almost everyone rates the professional expertise in general, the range of services, the provision of services and the service as good to very good. Customers still see some potential with regard to the digital information on offer.

"ESO DL is a competent and reliable partner when it comes to container services and other services. I am delighted that customers have such positive experiences. The good result of the evaluation further encourages us to provide service-oriented, customer-friendly and sustainable work," says City Councillor Martin Wilhelm, the Chairman of the Supervisory Board responsible for Stadtservice.

The container service is by far the most frequently used ESO DL service among those surveyed, followed by waste garbage can cleaning and green waste disposal. They are rated highly by users. Winter services and street cleaning were also praised, albeit somewhat less enthusiastically. However, the survey also showed that most respondents were unaware of many services. For example, employees from the ESO DL team remove graffiti, shred files and dispose of food waste. All of these services can also be booked in the online store.

With the available data, ESO DL meets or exceeds almost all municipal benchmark values that L∙Q∙M has available from comparable surveys in other cities and municipalities.