Annual report card returns consistently high scores for water quality, customer service
Jul 02, 2024
Riverina Water’s latest Customer Satisfaction Survey has once again returned high results for water quality, reliability, and customer service.
The survey received more than 500 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 water reliability was very high, while all water quality indicators remained rated as at a high or very high level of satisfaction.
"Listening to our community’s feedback on our performance and service is very important to us," Riverina Water CEO Andrew Crakanthorp said.
"We take great pride in providing safe and reliable drinking water, and our survey results have been consistently high for several years now.
"It is a clear message from our customers that our staff are going above and beyond to provide great service in all areas."
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. Over 80% of those surveyed had their requests resolved on the same day and 97% resolved within a week. All requests made out-of-hours were resolved by the next business day.
"This year, we also asked new questions to understand customer priorities and our overall performance," Mr Crakanthorp said.
"Water supply reliability, water quality customer service and affordability were among the biggest priority areas.
"Pleasingly, the satisfaction scores in these areas were strong, rating either high or very high.
"While the overall scores are high, we do acknowledge we have work to do in some areas of the network, for example regarding water pressure.
"We will continue to actively listen to our customer concerns and queries and provide the best outcomes for all.
"We thank our customers for your important feedback, and on behalf of the Board I thank our staff for their work over the past 12 months."
2024 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.
What’s most important to you?
- Water supply reliability
- Water quality
- Efficient and reliable customer service
- Water affordability
How did we perform?
Overall trust in Riverina Water 4.30
Our reputation as a service provider 4.30
Water affordability 3.80
Water quality indicators
Reliability 4.65
Clarity 4.25
Taste 4.06
Smell 4.18
Pressure 4.06
Customer service indicators
Overall satisfaction 4.54
Meeting needs on first contact 4.67
Handling with accuracy 4.71
Contact was dealt with quickly 4.65
Staff skill and knowledge 4.69
Friendly and caring service 4.70
PICTURED: Riverina Water CEO Andrew Crakanthorp visited Keryn to congratulate her and thank her for her valued feedback.