Customer surveys give positive results and show areas for improvement
Nearly 80 % of customers in a recent Gippsland Water survey say they are satisfied with the services provided by the water provider.
“These results are very encouraging, but they also tell us that we have opportunities to improve.” said General Manager Customer Services and Communications, Paul Clark.
“When you also consider that more than 20 per cent of respondents said they were delighted with our service, it shows our efforts to focus on the customer experience is being noted and appreciated - that’s a big tick for our customer service areas” added Mr Clark.
However, the surveys also revealed that close to half of respondents did not know that Gippsland Water is responsible for the management of sewerage.
“We were surprised by this feedback, especially given sewerage charges make up the largest part of the typical household bill.
It’s telling us that we need to do more to explain to customers what we do and what makes up the bill”, said Mr Clark.
This year is the first time Gippsland’s four water corporations joined forces to survey their customers. By doing so the organisations saved tens of thousands of dollars, while also identifying a number of similar improvement opportunities that will be examined over the coming months.
“These surveys are just one example of how our four water corporations are working together to save money, improve efficiencies and help place downward pressure on customers’ water and sewerage bills.” concluded Mr Clark.
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