Customer input creates service improvements

Westernport Water is preparing to conduct the annual customer satisfaction survey that gathers information and influences improvements for the organisation’s service delivery.

Customers will be contacted at random and invited to take part in a simple 10-minute survey being conducted by independent research company, Bartley Consulting.

The eighth annual survey covers permanent and non-permanent residents with calls scheduled to take place from Tuesday 6 September.

According to Westernport Water’s Managing Director, Murray Jackson, the results feed directly into the corporation’s service quality business plan and five year Water 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.

‘By identifying and understanding customer issues, we can further improve our service in the areas of water supply and quality, wastewater services, customer service, the environment and overall satisfaction.’

‘Understanding customer needs and expectations will assist the Corporation in developing future plans and providing a benchmark to measure future performance.’

Last year’s 2010 survey showed that overall, 94% of customers were satisfied with the service provided by Westernport Water, an improvement on the 2009 result of 91%.

The three main areas that customers suggested to increase satisfaction in the 2010 survey were water security, water quality and water efficiency.

‘These were the areas our customers wanted us to concentrate our efforts on and we responded accordingly,’ Mr Jackson said.

‘Water security is a key concern for the region and Victorian Government programs like the Living Victoria Water Rebate will provide customers with some financial support to purchase water efficient products and make a difference.’

‘We are focused on water quality and have been upgrading essential infrastructure to assist routine maintenance initiatives. Earlier this year our maintenance crew completed the scouring of our main supply line, which has further contributed to water quality.’

If anyone has queries about the customer satisfaction survey process, or wish to lodge a do not call request, they can contact Sadie Warkotsch at Westernport Water on 1300 720 711.

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.

The Westernport Water area remains on permanent water saving rules. You can check these rules or phone 1300 720 711.