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Customer survey gives positive results with improvement on previous year

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Customer survey gives positive results with improvement on previous year

Gippsland Water’s latest customer survey has revealed an increase in customer satisfaction with more than 80% of respondents satisfied with the services provided by the corporation.

“These results demonstrate a 5% jump from the previous year, which is very encouraging for us as it shows our efforts on the customer service front are being recognised and appreciated,” said General Manager Customer Service and Communications, Paul Clark.

“Another positive result was that more customers are now aware that we deal with their wastewater or sewage. This is the largest part of the bill and our greatest cost, so seeing people become more aware of that is a good result, ” Mr Clark said.

The survey showed an improvement also in how easy customers found Gippsland Water to deal with.

“This is encouraging also as we’ve been working behind the scenes to make sure customers get their questions answered first time if they call us and their time isn’t wasted,” added Mr Clark.

The results also showed a slight increase on last year on the number of respondents who were aware of Permanent Water Saving Rules.

“While the results have been overwhelmingly positive and are a testament to how well we are meeting our customer’s needs, there are still opportunities to improve and areas to focus on into the future,” Mr Clark said.

“We still have a long way to go in terms of increasing wastewater awareness, improving the level of community trust in the corporation, as well as demonstrating value for money in the services we provide, with 41% of respondents confirming this isn’t always the case,” Mr Clark continued.

The annual survey was launched in September 2015 in conjunction with East Gippsland Water and Westernport Water under a Memorandum of Understanding between the corporations.

Four hundred phone interviews were conducted with customers of each of the participating water corporations over a two-week period, and were designed to last no more than 10 minutes.

“This is one example of how our nearby water corporations are working together to save money and improve efficiencies, while giving the extra benefit of benchmarking between our businesses,’ Mr Clark said.

“The surveys play an important part in helping us gauge how well we are performing with our services and will assist our planning for the future,” Mr Clark concluded.

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Gippsland Water supplies fresh clean drinking water to more than 70,000 customers, and wastewater services to more than 63,000 customers across an area of more than 5,000 square kilometres. It maintains a $1 billion infrastructure network, which includes more than 2,000 kilometres of water mains, 15 water treatment plants, over 1,700 kilometres of sewer mains and 14 wastewater treatment plants.

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