Customers give GVW the tick of approval

21 September 2009  

Marketshare, an independent market research company, recently conducted a telephone survey on behalf of Goulburn Valley Water to determine the satisfaction level of the Corporation’s Customers.  The Corporation was very pleased with the results achieving an overall average satisfaction index of 92.4 out of a possible 100.

Goulburn Valley Water’s General Manager Corporate Services, Mr Danny Hogan said that the broad objectives of the survey were to determine what is important for customers, to identify gaps in product quality and service delivery, and to assess the perceived performance of the Corporation.

“The 2009 average satisfaction index for the Corporation overall is 92.4, said Mr Hogan.  “This is similar to the 2008 result of 92.1 and indicates a strong level of satisfaction across the customer base.” 

“The three service categories of “Accounts”, “Wastewater Treatment” and “Water supply and Quality” all achieved a score above 90 indicating strong levels of customer satisfaction” he added.

Mr Hogan said that the survey measured 15 service items, addressing issues of water quality and reliability of supply, responsiveness to supply interruptions, billing, sewerage service and performance, and overall customer service. “Of the 15 items, 14 received a score of 80 or above suggesting that customers are strongly satisfied with the performance of the Corporation on these items,” he said.  “The survey item that received a score lower than 80 was for the Taste of Water, which is an issue that is being further investigated.”

“The survey is a valuable tool for the Corporation, we use the results of the survey to help us develop our operational strategies,” said Mr Hogan.  “To continuously improve the quality of our services we need to understand what is important to our customers and how well they feel we are performing in those important functions.”

The survey results for 2009 are based on responses to a telephone survey of 414 Goulburn Valley Water customers located throughout the Corporation’s region.

Authorised By P.A. Quinn, 104-110 Fryers Street Shepparton