Top marks for water quality, customer service
Jun 27, 2022
Riverina Water’s latest Customer Satisfaction Survey has again given the county council high marks for water quality and customer service.
The survey was undertaken throughout April and May, with more than 400 responses from across Riverina Water’s supply area of the Wagga Wagga City, Lockhart Shire and parts of Greater Hume and Federation council areas.
Overall satisfaction with customer service was rated as very high with an average score of 4.72 out of 5, while all water quality indicators were rated as high or very high level of satisfaction.
“As a county council, listening to our community’s feedback on our performance and service is always a top priority,” Riverina Water CEO Andrew Crakanthorp said.
“We take great pride in providing safe and reliable drinking water to our region and year-on-year we are consistently seeing positive survey results.
“We thank you, our community and customers, for your important feedback and I thank our staff for their continued good work over the past 12 months.”
About a third of survey respondents had contacted Riverina Water within the past year – 83% of enquiries were resolved the same day and 99% of all enquiries were resolved within the week.
Survey participants were entered into the draw to win their water for a year. The lucky winners from Lake Albert will have their water bill paid for the next 12 months up to the value of $800.
The positive survey results were reflected in the latest NSW Government’s local water utility data for 2020-21, with Riverina Water averaging 9.33 complaints per 1000 properties in line with the state median.
The data also ranked Riverina Water as the largest inland local water utility in the state, along with placing second for capital expenditure and third for potable water produced.
“Put into context across NSW councils, Riverina Water continues to punch above our weight; we reinvest strongly in the network to improve water supply and delivery, and we are continuing to develop a more customer-centric approach to our services.”
2022 Customer Satisfaction Survey
All scores are average out of 5. Scores greater than 3.75 are rated high satisfaction, scores greater than 4.5 are rated very high satisfaction.
Water quality
- Taste 4.27
- Smell 4.39
- Clarity 4.36
- Pressure 4.10
- Supply reliability 4.76
Customer Service
- Overall satisfaction 4.72
- Meeting needs on first contact 4.74
- Handling with accuracy 4.71
- Ease of doing business 4.73
- Contact was dealt with quickly 4.72
- Staff skill and knowledge 4.75
- Friendly and caring service 4.74
- Convenient opening hours 4.62
- Website information 4.42