Feedback Generates Service Improvements

Customer satisfaction and how you can influence improvements for the organisation’s service delivery…. Find out more

Customers will be contacted at random and invited to take part in a simple 15-minute survey being conducted by independent research company, Bartley Consulting.
The fifth annual survey covers permanent and non-permanent residents with calls scheduled for 7-21 October 2010.
According to Westernport Water’s Managing Director, Murray Jackson, the results feed directly into the corporation’s service quality business plan.
‘We like to know the quality of service our customers are experiencing and the results of these surveys are very powerful indeed,’ he said.
‘We use them to identify and understand customer issues in the areas of water supply and quality, wastewater services, environment, customer service, price and overall satisfaction.’
‘This in turn enables us to benchmark our performance and shape our customer priorities and approach for the coming business year.’
Last year’s 2009 survey showed 92% were satisfied with the service provided by Westernport Water, which is in line with 2008 results (90%).
Customer suggestions to increase satisfaction in the 2009 survey included:
  • Water supply – Maintain summer water restrictions and ensure security of overall water supplies.
  • Price – Service and usage charges should balance.
  • Water quality – Continue to improve taste and colour of the water.
‘These were the areas our customers wanted us to concentrate our efforts and we responded accordingly,’ Mr. Jackson said.
‘Securing our water supply has been a priority for Westernport Water. The 2009 survey revealed customers remain concerned about the storage capacity for the area.
‘These included maintaining permanent water savings measures.
‘We also worked hard on our hardship delivery program for those people having trouble meeting their bills with services such as easy payments.
‘Finally, we are already focusing on bettering our water quality and we have been upgrading essential infrastructure to assist routine maintenance initiatives such as pipe air scouring and the continuation of the successful Chloramination trial to the Corinella and Coronet Bay areas.’
If anyone has queries about the customer satisfaction survey process they can contact Merryl Todd at Westernport Water on 03 5956 4114.
The survey is completely anonymous with no crossover of contact details between Westernport Water and the survey company. The customer satisfaction survey complies with regulations under the Privacy Act and is modeled on similar telephone surveys conducted by other water corporations.
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