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More than 80% of Madrid residents are aware of the 012 Citizen’s Advice Service
Last Monday, 13 January 2025, the Community of Madrid presented the results of a study carried out by GAD3, which analyses in depth the use, knowledge and perception of the 012 Citizen’s Advice Service. The data reflect a consolidation of the service as a fundamental resource for the people of Madrid: 81% of the population knows about it and one in three has made use of it at least once.
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Main reasons for consultation
Among the formalities carried out, those related to grants, scholarships and subsidies stand out (24%), followed by taxes and fees (19%). Other frequent reasons include renewals of licences and cards (13%) and social issues (13%). In addition, 5% of queries are linked to claims, suggestions or complaints, underlining the role of 012 as an active listening space for citizens.
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012 user profile
The majority of users are women between 30 and 44 years of age, with secondary education, living in municipalities with more than 20,000 inhabitants and working in the public sector. This analysis allows the Community of Madrid to adjust and optimise its services to better meet citizens' needs.
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The main concerns
The areas that generate the most queries are related to Health (17%), Social Services (14%), Finance (12%) and Education (10%). These data show the priorities of the people of Madrid and the relevance of the service for channelling their concerns and needs.
Ficha técnica
Universe: residents in the Community of Madrid over 18 years of age.
Geographical scope: Community of Madrid.
Quotas: by sex, age and geographical area according to the electoral census (INE).
Information collection procedure: computer-assisted telephone interview (CATI).
Sample size: 1,800 interviews
Weighting coefficients: The results present in the report are weighted by sex and age groups for the municipality of Madrid and the rest of the municipalities in the Community.
Sampling error: ± 2.4% (n=1,800) for a degree of confidence of 95.5% (two sigmas) and in the worst case scenario of P=Q=0.5 under the assumption of simple random sampling.
Interview duration: approximately 7-10 minutes.
Fieldwork dates: 27 November to 18 December 2023.
Institute responsible for the study: GAD3.
