Customers again rank Riverina Water highly for customer service, water quality

Jun 22, 2023

Staff at Riverina Water continue to provide a sustainable high rate of water quality and customer service to the community.

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 800 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 4.69 out of 5, while all water quality indicators remained rated as high or very high level of satisfaction.

“We received an outstanding response from the community this year. We thank our customers for providing important feedback and recognising our commitment to provide safe and reliable drinking water to our region” Riverina Water CEO Andrew Crakanthorp said.

An increase in customer participation generated a diverse range of age, gender, and household size across the region contributing to the overall satisfaction average.

The survey identified customers who contacted Riverina Water within the past 12 months, were very satisfied with staff’s ability to meet their needs on the first contact, with a same day response time of 80%.

“Staff at Riverina Water continue to provide a sustainable high rate of water quality and customer service to the community. I praise all staff for their ongoing work and believe the results of the survey speak for themselves” Mr Crakanthorp said.

“While the overall scores are high, we do acknowledge we have work to do in some areas of the network regarding water pressure. We will continue to actively listen to our customer concerns and queries and provide the best outcome for all.”

For the second consecutive year participants entered the draw to win their water for a year. The lucky winners from Tatton in Wagga Wagga 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 2021-22, with Riverina Water averaging 6.68 complaints per 1000 properties, below the state median of 7.19.

The data also confirmed Riverina Water’s status as the largest inland local water utility in the state, along with being sixth overall for connected properties and second for the amount of potable water supplied.

2023 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 4.19
  • Smell 4.27
  • Clarity 4.29
  • Pressure 4.10
  • Supply reliability 4.68

Customer Service

  • Overall satisfaction 4.69
  • Meeting needs on first contact 4.64
  • Handling with accuracy 4.71
  • Ease of doing business 4.66
  • Contact was dealt with quickly 4.70
  • Staff skill and knowledge 4.73
  • Friendly and caring service 4.76
  • Convenient opening hours 4.64
  • Website information 4.42

PICTURED: Riverina Water CEO Andrew Crakanthorp visited Claire last week to congratulate her and thank her for her valued feedback.