Annual report card returns high scores
Jun 30, 2025
Riverina Water’s latest Customer Satisfaction Survey has once again returned high results for water quality, reliability, and customer service.
Survey delivers consistent results for water quality and customer service
More than 1100 community members participated in the annual survey 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. Almost 80% of those surveyed had their requests resolved on the same day and 96% resolved within a week.
“The survey also assessed your priorities, with customers again rating reliability, water quality, affordability and great customer service as what’s most important to you,” Mr Crakanthorp said.
“With the ongoing cost of living pressures we all face, we saw a slight change in affordability in this year’s survey. This is something always front of mind for Riverina Water, with our mission to provide safe and reliable water at the lowest sustainable cost.
"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."
Participants in the survey again had the chance to win their water for a year, up to the value of $800.
This year's lucky winner was Caleb from Lake Albert, who was congratulated by CEO Andrew Crakanthorp
2025 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
› Water affordability
› Efficient and reliable customer service - How did we perform?
› Overall trust in Riverina Water 4.21
› Satisfaction with service provider 4.26
› Our reputation in the community 4.15
› Water affordability 3.67 - Water quality indicators
› Reliability 4.57
› Clarity 4.20
› Taste 4.00
› Smell 4.16
› Pressure 4.00 - Customer service indicators
› Overall satisfaction 4.56
› Meeting needs on first contact 4.60
› Handling with accuracy 4.59
› Ease of doing business here 4.58
› Contact was dealt with quickly 4.58
› Staff skill and knowledge 4.61
› Friendly and caring service 4.63