customer experience report sa water · the customer experience survey measures satisfaction with...

Data collected and verified by

SA Water Customer Experience Survey Quarter 2 FY 2017-2018

This report has been prepared by SA Water with the data that newfocus

Market Research collects from customers on behalf of SA Water.

newfocus Market Research has validated the data presented in this report as

true and correct.

About this report

Customer satisfaction with experience

Ease Kept informed

83% +2% +2% -4% -4% -1% -1%

79% 60% Target 83% Target 83% Target 65%

Customer experience performance Q2 17-18


Overall satisfaction with experience across all service areas has increased slightly but there are decreases in satisfaction in both ease and being kept informed.

Overall satisfaction with experience has increased by 2% reaching our target of 83%, while ease has decreased significantly (by 4%) in the latest quarter and is now below our 83% target and sits at 79%. Being kept informed has decreased slightly (60%) and is below our target of 65%.

Communication is the number one driver for our customers’ satisfaction (providing progress updates and ensuring our customer agrees that their issue has been resolved); yet keeping customers informed remains our lowest scoring customer experience element. Procedural steps and training may need to be implemented in order to consistently notify and communicate with our customers, particularly within the Customer Call Centre.

Looking at results by service area, satisfaction with General and Account enquiries have remained relatively stable in Q2 17-18, but there appears to be a decrease in satisfaction with both ease and being kept informed. There is also a sudden decrease in satisfaction with staff knowledge and written correspondence.

Within the Faults and service incidents area overall satisfaction and ease remain strong while keeping customers informed continues to be below target. Overall satisfaction with field maintenance crew increased marginally, largely due the improvement in satisfaction within regional areas (increase from 89% in Q1 to 97% in this quarter). These results can be

attributed to changes made by Allwater including an increase in fieldwork staff and an addition of an afternoon shift.

Overall satisfaction and ease remain below target for connections and minor land development interactions, while being kept informed continues to track quite well.

The Customer Experience Survey measures satisfaction with the experience customers received when asking a question, reporting a fault or

applying for a new connection. It measures how customers see how we have helped them resolve their issue. These results reflect on the way our

staff has talked to customers, helped them, the systems we have in place to serve our customers efficiently, and - to some extend - our image.


Executive Summary

• Our market research supplier newfocus undertakes our customer experience research on a weekly basis.

• Lists with details of customers who have contacted us in the previous week are supplied to newfocus. Customers

are contacted by phone to take part in a 6.5 minute phone survey to provide feedback on their service experience.

• The results are reported 24/7 through our CX Dashboard and, in addition, this report is provided to outline quarterly trends. The data in this report is suitable for corporate reporting.

• Interviewing takes place on an ongoing basis ensuring continued customer feedback is received. The number of interviews conducted in Quarter 2 FY 17/18:

Reading this report

• In some instances, the proportions of answers to questions presented in this report will not sum to 100% due to rounding of decimal places.

• Historical data, where available, is presented in this report.

• Question wording is provided at the end of this report.

Service area Interviews conducted

Account / general enquiries 186

Faults 291

Connections and minor land development 75

Total 552


Methodology

Overall results

77% 82% 81% 81% 81% 83%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18


was up 2%

Target

83%

80% 85%

81% 81% 83% 79%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Ease

was down 4%

64%

56%

66% 62% 61% 60%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Being kept informed

was down 1%

Target

83%


Customer experience performance

over time

Target

65%

Please note: CX NPS is not

directly comparable

with standard NPS


directly comparable

with standard NPS

48% 60%

21% 20%

31% 21%

0%

20%

40%

60%

80%

100%

Q1 FY

17/18

Q2 FY

17/18

CX NPS

Promoters Passives Detractors

CX NPS

+18 CX NPS

+39

83%

75%

88%

79%

40%

60%

80%

100%

Overall General and

account

enquiries

Faults Connections

and minor land

development


79%

69%

88%

72%

40%

60%

80%

100%

Overall General and

account

enquiries

Faults Connections

and minor land

development

Ease

60% 55%

60%

66%

40%

60%

80%

100%

Overall General and

account

enquiries

Faults Connections

and minor land

development

Being kept informed

Target

65%

60% 55% 65% 53%

20% 20% 18%

25%

20% 25% 17% 21%

0%

20%

40%

60%

80%

100%

Overall General and

account enquiries

Faults Connections and

minor land

development

CX NPS


+39 +29 +48 +32 CX NPS

SCORE Q2



by service area

Target

83%

Target

83%

87% 83%

91%

83%

40%

60%

80%

100%

Overall General andaccount

enquiries

Faults Connectionsand minor landdevelopment

Explanation of situation and next

steps

74% 71%

82%

40%

60%

80%

100%

Overall General andaccount enquiries

Connections andminor land

development

Staff knowledge

90% 86%

92% 90%

40%

60%

80%

100%

Overall General andaccount

enquiries

Faults Connectionsand minor landdevelopment

Helpfulness of staff

Note: Customer Contact

teams include teams from

the Customer Contact

Centre as well as

Connections and Minor

land development


Note: Staff

knowledge is

only asked for

areas where

staff knowledge

is relevant to the

customer

experience

Overall performance – Customer

Contact team

95%

81%

40%

60%

80%

100%

Faults Connections and minor

land development

Overall satisfaction with field

maintenance crew

79%

68%

40%

60%

80%

100%

Faults Connections and minor

land development

Time taken to complete the works

95% 97%

40%

60%

80%

100%

Metropolitan Adelaide Regional SA


maintenance crew for faults

78% 83%

40%

60%

80%

100%

Metropolitan Adelaide Regional SA

Time taken to complete the works

for faults


Overall performance – Field

Maintenance Crew

(Very) satisfied (score 7-10)

83%

Neutral (score 4-6)

10%

(Very) dissatisfied (score 0-3)

7%

• Provide progress updates or resolution confirmation • Ensure that customer agrees that issue has been resolved • Work on solutions that better meet customers needs • Improve staff communication skills • Take less time to resolve issues • Improve meter reading services

Ho

w t

o im

pro

ve

satisf

ac

tio

n

• Provide progress updates or resolution confirmation • Ensure that customer agrees that issue has been resolved • Take less time to resolve issues

• Work on solutions that better meet customers needs

Customers were asked to provide a comment about their satisfaction rating to explain why they were satisfied or dissatisfied. Analysis of these comments helps us understand how we can improve customer satisfaction.

Why customers were satisfied with their experience • We responded quickly or within the timeframe we said we would • We fixed our customers’ problem or answered their question • Our staff was friendly and helpful

• Provide progress updates or resolution confirmation


Compared to Q1 FY 17/18 In Q2 17-18 short or good response time, problem was

fixed or question was answered and friendly or helpful staff have all decreased slightly, while no communication or

confirmation of resolution provided has increased.

Improving satisfaction with

customers’ experience

Through our CX survey we measure how well we meet our CX principles. Customers are asked to explain why they were satisfied or dissatisfied with their experience. Their comments are aligned with the CX principles. After aligning them they are categorised as either “Observed” when the feedback shows we have displayed the principle, or as “Absent” when the customer told us we haven’t displayed it. In case of absent display of the principle, the proportions are presented as negative numbers.

Listening Making things easy

Doing what we say we’ll

do

Keeping customers informed

Being skilled

Being fair

CX Principles

CX Principles - Overall

33% 39% 38% 38% 40% 39%

-3% -8% -8% -4% -7% -8%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Listening CX Principle observed Absence of CX principle

43% 43% 44% 43% 46% 38%

-5% -7% -10% -8% -6% -13%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Making things easy

32% 39% 38% 38% 40% 39%

-6% -5% -4% -2% -7% -7%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Doing what we say

we’ll do

http://metrics.net/wp-content/uploads/2016/12/Finger-Snap-2.png

CX Principles - Overall

32% 40% 38% 38% 40% 39%

-4% -8% -6% -4% -5% -6%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Being skilled

20% 24% 20% 25% 22% 17%

-2% -6% -4% -5% -5% -4%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Being fair

5% 5% 4% 5% 6% 7%

-14% -10% -9% -12% -12% -12%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Keeping customers

informed

https://www.google.com.au/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjg7ZmkkuDXAhXKp5QKHSMFCPcQjRwIBw&url=https://thenounproject.com/term/speech-bubble/5590/&psig=AOvVaw3keoNqXnKUGCxe5Ao_NYSn&ust=1511919793703969

76% 78% 79% 80% 79% 83%

71%

65% 66% 68%

62% 60%

0%

20%

40%

60%

80%

100%

Q1 16/17 Q2 16/17 Q3 16/17 Q4 16/17 Q1 17/18 Q2 17/18

Overall satisfaction with SA

Water among customers

who recently contacted us

(from CX survey)

Overall satisfaction with SA

Water among the South

Australia community (from

Brand Health and

Perceptions research)


Overall satisfaction with SA Water

General and accounts enquiries are any questions or requests that are related to SA Water in general or to a customer’s account.

General and

account enquiries

Satisfaction with experience within General and Account enquiries have remained relatively stable, but there appears to be a

decrease in satisfaction with both ease and being kept informed. Results also reveal a sudden decrease in satisfaction with staff knowledge and written correspondence.

Two of the three CCC service elements, helpfulness of staff and explanation of situation and next steps appears to have either remained stable or slightly increased in this quarter (86% and 83% respectively), whereas staff knowledge has seen a decline of 11% (82% to the 71% in Q2 17-18).

Similar to Q1, written correspondence elements have all decreased again this quarter; response addressed enquiry, information is easy to understand and professionalism of correspondence (75%, 79% and 79%) have declined sharply since the peak seen in Q3 and Q4 16-17. It should be noted that sample sizes for written respondents are relatively low (35 respondents in the latest research) and results should be viewed with caution. That being said, the decrease seen from the peak in Q4 with both information is easy to understand and professionalism of correspondence is a significant one.

Customers were most likely to be satisfied with our friendly and helpful staff, that we fixed our customers problem or answered their question or that we answered their question or resolved their issue in a timely manner. Ways in which to improve satisfaction among our dissatisfied customer include:

• Ensure that customer agrees that issue has been resolved

• Take less time to resolve issues


The proportion of respondents who reported to have solved their issue having contacted SA Water once, decreased from 68% in Q4 16-17 to 63% in Q1 17-18 to 60% in the current quarter.

General and account enquiries


70%

79% 79% 77% 76% 75%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18


was down 1%


76% 82%

77% 78% 78%

69%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Ease

was down 9%

63%

53%

70% 64% 62%

55%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Being kept informed

was down 7%

Target

83%

Target

83%

Target

65%




directly comparable

with standard NPS


directly comparable

with standard NPS

50% 55%

17% 20%

33% 25%

0%

20%

40%

60%

80%

100%

Q1 FY

17-18

Q2 FY

17-18

CX NPS


CX NPS

+18

CX NPS

+29

CCC service elements

74%

87% 83%

72% 74% 79% 80%

84% 83% 83%

40%

60%

80%

100%

Explanation of situation and next steps

77%

84% 85%

76% 79% 78% 82%

85% 82%

71%

40%

60%

80%

100%

Staff knowledge

83% 88%

85% 80% 81%

85% 85% 88%

84% 86%

40%

60%

80%

100%




Improving satisfaction with customers’ experience


75%

Neutral (score 4-6)

14%


1%

• Ensure that customer agrees that issue has been resolved

• Take less time to resolve issues • Provide progress updates or resolution confirmation • Work on solutions that better meet customers needs • Improve meter reading services • Improve staff communication skills

Ho

w t

o im

pro

ve

satisf

ac

tio

n

• Ensure that customer agrees that issue has been resolved • Provide progress updates or resolution confirmation • Work on solutions that better meet customers needs

Customers were asked to provide a comment with their satisfaction to explain why they were satisfied or dissatisfied. Analysis of these comments helps us understand how we can improve customer satisfaction.

Why customers were satisfied with their experience • Our staff was friendly and helpful • We fixed our customers’ problem or answered their question

• We responded quickly or within the timeframe we said we would

• Take less time to resolve issues • Ensure that customer agrees that issue has been resolved



Compared to Q1 FY 17/18 Since Q1 16-17 dissatisfaction with communication or

confirmation of resolution provided increased by 6%, while issue is not yet resolved decreased by 7%.

CX Principles – General Enquiries

30% 36% 36% 42% 34% 34%

-4% -11% -10% -7% -9% -12%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17


33% 35% 37% 34% 27% 31%

-3% -5% -7% -2% -5% -12%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Making things easy

30% 36% 36% 42% 33% 34%

-5% -6% -4% -2% -7% -9%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Doing what we say

we’ll do


CX Principles – General enquiries

30% 36% 36% 42% 33% 34%

-3% -7% -5% -5% -7% -8%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Being skilled

26% 23% 24% 22% 33% 20%

-2% -10% -7% -7% -8% -7%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Being fair

4% 3% 3% 4% 8% 7%

-14% -8% -9% -9% -10% -11%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Keeping customers

informed


Times contacted to resolve issue

18%

6% 11%

16% 10%

18% 16% 13% 9%

18%

3%

4%

3%

3%

2%

3%

1% 2%

3%

2% 3%

1%

2%

4%

4%

* * 2%

1%

2%

6%

7%

5%

7%

6%

4% 6% 4%

6%

7%

17%

18% 13%

12%

17% 17%

13%

10% 17%

11%

53%

64% 65% 59% 61% 58%

62% 68%

63% 60%

0%

20%

40%

60%

80%

100%

Q1 FY

15/16

Q2 FY

15/16

Q3 FY

15/16

Q4 FY

15/16

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Once

Twice

Three times

Four times

Five or more times

Still unresolved

* Less than 0.5%



Written correspondence

55%

60%

73% 68% 70%

71%

91% 86%

82% 75%

40%

60%

80%

100%

Response addressed enquiry 88%

79% 79% 79% 82%

88% 93%

97%

89%

79%

40%

60%

80%

100%

Information easy to understand

79% 78% 81%

87% 86% 89%

95% 100%

89%

79%

40%

60%

80%

100%

Professionalism of correspondence



Note: Written correspondence sample

sizes are relatively small and results

should be viewed with caution.

Written correspondence

2% 4% 2% 6% 4% 3% 3%

11% 8% 13%

23%

10%

3% 3% 7% 4%

9% 8%

19%

19%

6% 14%

5%

8% 4% 4%

46% 49%

54%

40%

65%

51%

57%

71%

68%

61%

33% 31%

13% 13% 16%

29%

39%

16% 21%

32%

0%

20%

40%

60%

80%

100%

Q1 FY

15/16

Q2 FY

15/16

Q3 FY

15/16

Q4 FY

15/16

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Within the same business

day

2 - 5 business days

6 - 9 business days

10 - 20 business days

More than 20 business

days

Note: Written correspondence sample

sizes are relatively small and results

should be viewed with caution.

Only includes customers who had

received a response at the time of

interviewing and who were able to

comment on response time.



Front Counter

Our Front Counter is located in our head office on Victoria Square in

Adelaide. Customer service staff is available to serve customers during

business hours.

The SA Water House Front Counter continues to be an area that

achieves very high levels of satisfaction among customers and is

greatly appreciated by those using the service.

Overall satisfaction with the Front Counter decreased 2% from Q1

to 97% (target 83%) and ease of having their issue resolved

decreased 4% to 94% (target 83%).

Most satisfied customers commented on staff being very fast and

helpful and that the service is amazing and don’t need to do

anything to improve it.

The issues raised were mainly about reducing the price of water

and that there is not enough staff at the counter.

Customers who attend the front counter have the option to fill out

a short questionnaire to provide feedback on their experience.

144 questionnaires were completed in Q2 (275 in Q1).

The questionnaire was updated with the new branding.

Front Counter

99% 96% 98% 99% 97%

40%

60%

80%

100%

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Customer satisfaction with the

service was down 2%

Customer Experience Performance

95% 96% 98% 98% 94%

40%

60%

80%

100%

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Ease of having their issue resolved

was down 4%

94% 93% 97% 95%

90%

40%

60%

80%

100%

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Issue resolved

Target

83%

Target

83%

174 178 191

275

144

0

50

100

150

200

250

300

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Number of surveys

Front Counter

The Faults and service incidents results relate to customer contacts with

our Customer Care Centre to report a fault or incident with our water

supply and sewer networks.

Faults

Satisfaction with overall experience and ease remains strong in the Faults and service incidents area, while keeping customers informed needs improvement.

Overall satisfaction with faults received an all time high of 88% this quarter, well above the 83% target. Despite being down 1% ease still remains high at 88%, while being kept informed remains below the 65% target it has increased 2% (60%) in Q2 17-18.

The CX NPS for faults and service incidents received +48, with 65% of customers surveyed classified as promoters, the highest of any other service area.

Explanation of next steps and helpfulness of office staff have both decreased slightly (2%) to 91% and 92% respectively.

Overall satisfaction with field maintenance crew increased marginally from 93% in Q1 to 95% in the current quarter, largely due the improvement in satisfaction within regional areas (increase from 89% in Q1 to 97% in this quarter). These results can be attributed to changes made in the previous quarter including:

• an increase in the amount of fieldwork staff by Allwater

• Allwater introduced an afternoon shift, rather than relying on the use of overtime of subcontractors

These amendments have led to a reduction in fatigue amongst staff, decreased costs and delays due to arranging emergency staff.

Satisfaction with time taken has decreased by 2% to 79%, namely due to metropolitan satisfaction.

Within CX Principles, keeping customers informed continues to be the area in which we are under performing (gets very few naturally derived mentions). A key driver of overall satisfaction is being kept informed or communicated with, therefore it is extremely important to improve this area.

Our verbatim shows the top ways to increase satisfaction include;

• Ensure customer agrees that issue has been resolved



Faults

Faults and service incidents

79% 83% 84% 84% 84%

88%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18


was up 4%


84%

90%

84% 83%

89% 88%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Ease

was down 1%

61%

53%

65% 59% 58% 60%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Being kept informed

was up 2%

Target

83%

Target

83% Target

65%


Faults


directly comparable

with standard NPS


directly comparable

with standard NPS

49% 65%

21%

18% 29%

17%

0%

20%

40%

60%

80%

100%

Q1 FY

17/18

Q2 FY

17/18

CX NPS


CX NPS

+20

CX NPS

+48

CCC performance by service element

89% 90% 86% 84% 84%

89% 88% 90% 93% 91%

40%

60%

80%

100%

Q1 FY

15/16

Q2 FY

15/16

Q3 FY

15/16

Q4 FY

15/16

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18


91% 93% 91% 91% 92% 95% 93% 94% 94% 92%

40%

60%

80%

100%

Q1 FY

15/16

Q2 FY

15/16

Q3 FY

15/16

Q4 FY

15/16

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Helpfulness of office staff


Faults



88%

Neutral (score 4-6)

8%


4%

• Ensure customer agrees that issue has been resolved • Provide progress updates or resolution confirmation

• Work on first contact resolution • Manage customers’ expectation in relation to the services

we provide • Work on meeting customers’ expectation of resolution time

Ho

w t

o im

pro

ve

satisf

ac

tio

n

• Provide progress updates or resolution confirmation • Ensure customer agrees that issue has been resolved • Work on meeting customers’ expectation of resolution time • Manage customers’ expectation in relation to the services

we provide • Work on first contact resolution


Why customers were satisfied with their experience • Our service was prompt and issues were fixed within the timeframe • We fixed customer’s issues or answered their question • Our staff was friendly and helpful



Faults

Compared to Q1 FY 17/18 Customers in Q2 17-18 were significantly less likely to comment

on the friendliness and helpfulness of our staff, and slightly more likely to mention they didn’t receive any communication

or confirmation of resolution provided.

CX Principles – Faults & service incidents

34% 42% 40% 39% 45% 44%

-2% -6% -5% -2% -5% -7%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17


51% 49% 50% 53% 62% 41%

-5% -6% -7% -7% -5% -14%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Making things easy

33% 42% 40% 39% 45% 43%

-7% -4% -5% -3% -6% -8%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Doing what we say

we’ll do


CX Principles - Faults & service incidents

33% 42% 40% 39% 46% 44%

-5% -8% -6% -2% -3% -6%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Being skilled

19% 27% 19% 28% 18% 14%

-2% -2% -2% -3% -1% -1%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Being fair

5% 6% 5% 5% 3% 7%

-14% -11% -8%

-10% -14% -13%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Keeping customers

informed



4% 3% 2% 3% 6% 7% 8% 5% 9% 10% 1% 2% 3% 1%

1% 1% 1% 1%

* 1%

1% 1% 1% 1% 1% 1%

1% 1%

1% 1%

3% 4% 4% 5% 5% 1%

* 4% 1% 2%

16% 12% 12% 11%

17%

11% 9% 12% 12% 8%

75% 78% 78% 78%

71%

79% 81% 77% 76% 79%

0%

20%

40%

60%

80%

100%

Q1 FY

15/16

Q2 FY

15/16

Q3 FY

15/16

Q4 FY

15/16

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Once

Twice

Three times

Four times

Five or more times

Still unresolved

* Less than 0.5%


Faults

91% 92% 91% 87% 88%

91% 91% 91% 93% 95%

40%

60%

80%

100%

Q1 FY

15/16

Q2 FY

15/16

Q3 FY

15/16

Q4 FY

15/16

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Overall satisfaction with field maintenance crew

85% 87% 86% 83%

75%

84% 83% 81% 81% 79%

40%

60%

80%

100%

Q1 FY

15/16

Q2 FY

15/16

Q3 FY

15/16

Q4 FY

15/16

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Time taken to complete works


Faults

Field crews

Field crews – metro versus regional areas

89% 86%

85% 87%

94% 95%

83%

97% 98% 98%

89%

97%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18


maintenance crew

75% 80%

83% 80% 81%

78%

76%

89% 83%

83% 81%

83%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Time taken to complete

works

Metropolitan areas

Regional areas

61%

52%

60% 58%

55%

61%

59% 55%

72%

60%

65%

56%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Keeping customers

informed


Faults

Connections & minor

land development

The Connections and minor land development results relate to customer

contacts for those who are applying for a new connection or an

extension of an existing connection to our networks.

Overall satisfaction and ease remain below target this quarter, while being kept informed continues to track quite well.

Overall satisfaction among Connections and Minor Land Development interactions has decreased slightly from 81% to 79% in the latest quarter, while ease has decreased (72%), showing a declining trend since Q4 16-17. Being kept informed has remained above target at 66%.

The Connections and Minor Land Development team are implementing steps to enhance communication with their customers and to increase the amount of updates via the phone as well as replacing some e-mail updates to phone call updates. There is hope this initiative will lead to improvement in being kept informed and satisfaction with the area overall in Q3.

Helpfulness of staff has increased to 90%, comparable with results seen a year earlier in Q2 16-17. Staff knowledge and explanation of next steps have both decreased slightly, although not significantly.

Over time, overall satisfaction for field maintenance crew for connections and minor land developments has been quite variable. In Q2 17-18 satisfaction has decreased to 81% (from 84% in the previous quarter) and time taken to complete the works has dropped from 73% in Q1 to 68% in Q2 17-18.

Verbatim comments showed that customers were most satisfied when we fixed customers’ issues or answered their question or we responded quickly or in the timeframe.

Opportunities to improve satisfaction were provide progress updates or resolution confirmation and Improve our resolution time.


Connections & minor land development

87% 84%

77% 76% 81% 79%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Customer satisfaction with

experience decreased 2%


78% 79% 78% 80% 77%

72%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Ease

down by 5%

75% 70%

60% 65%

68% 66%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q1 FY

17/18

Being kept informed

down by 2%

Target

83%

Target

83%

Target

65%




directly comparable

with standard NPS


directly comparable

with standard NPS

40% 53%

29% 25%

31% 21%

0%

20%

40%

60%

80%

100%

Q1 FY

17-18

Q2 FY

17-18

CX NPS


CX NPS

+9 CX NPS

+32

Performance by service element

89% 86%

81% 80% 85% 83%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18


90% 92% 86%

88% 84% 82%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Staff knowledge

94%

90% 87% 84%

87% 90%

40%

60%

80%

100%

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18






79%

Neutral (score 4-6)

12%


9% Ho

w t

o im

pro

ve

satisf

ac

tio

n

Please note only 16 customers provided feedback with a neutral or (very) dissatisfied score. The following results are indicative only. • Provide progress updates or resolution confirmation • Improve our resolution time


Why customers were satisfied • We fixed customers’ issues or answered their question • We responded quickly or in the timeframe we said we would • Easy to contact / to get issue resolved

• Provide progress updates or resolution confirmation • Improve our resolution time



Compared to Q2 FY 17/18 Mentions relating to short response time and ease to get issue

resolved both decreased this quarter, while concerns regarding adequate communication and confirmation of resolution

increased.

CX Principles – Connections & minor land development

36% 38% 36% 27% 38% 36%

-4% -8% -13% -3% -5% -5%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17


39% 42% 38% 32% 40% 44%

-11% -16% -27% -23%

-13% -10%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Making things easy

36% 38% 36% 27% 38% 35%

-4% -8% -5% -1% -7% -2%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Doing what we say

we’ll do


CX Principles – Connections & minor land development

36% 38% 36% 28% 39% 35%

-4% -8% -11% -7% -5% -4%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Being skilled

11% 15% 15% 18% 8% 16%

-4% -9%

-3% -7% -7% -7%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Being fair

1% 7% 0% 6%

11% 5%

-15% -5% -12% -16% -13% -14%

Q2 17-18Q1 17-18Q4 16-17Q3 16-17Q2 16-17Q1 16-17

Keeping customers

informed



1% * * 1%

* 1% 2% 2%

* 3%

29%

13% 15% 20%

12% 8% 13% 12%

8%

18%

9%

8% 8%

7%

9% 10%

13% 10%

10%

8%

18%

10%

22% 19%

18% 15%

22% 23%

10%

12%

18%

19%

25% 21%

32%

22%

19% 26%

32%

15%

24%

49%

28% 32% 29%

45%

31% 28%

40% 44%

0%

20%

40%

60%

80%

100%

Q1 FY

15/16

Q2 FY

15/16

Q3 FY

15/16

Q4 FY

15/16

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Once

Twice

Three times

Four times

Five or more times

Still unresolved



* Less than 0.5%

Field crews

81%

95%

82%

94%

87%

91%

83%

96%

84% 81%

40%

60%

80%

100%

Q1 FY

15/16

Q2 FY

15/16

Q3 FY

15/16

Q4 FY

15/16

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q1 FY

17/18

Overall satisfaction with field maintenance crew

71%

80%

72% 74%

83% 76%

70% 65%

73% 68%

40%

60%

80%

100%

Q1 FY

15/16

Q2 FY

15/16

Q3 FY

15/16

Q4 FY

15/16

Q1 FY

16/17

Q2 FY

16/17

Q3 FY

16/17

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Time taken to complete works



Questionnaire

This section of the report provides the questionnaire used for our

customer experience survey.


How satisfied are you with your most recent service experience with SA Water, on a scale of 10 to 0 where 10 = very satisfied and 0

= very dissatisfied? Satisfied = 7-10

CX NPS

And how likely or unlikely would you be to speak positively about your recent experience with SA Water, where 10 = very likely and

0=very unlikely?

CX NPS = proportion of customers that answered 9-10 (very likely) – proportion of customers that answered (0-6) very unlikely

Ease

How easy was it to have your issue resolved? Easy + very easy

Being kept informed

Overall, how satisfied were you with SA Water keeping you informed of the progress of your query or problem? Satisfied + very

satisfied


When you contacted SA Water, how satisfied were you with clarity of the explanation of the situation and any next steps? Satisfied

+ very satisfied

Staff knowledge

When you contacted SA Water, how satisfied were you with staff knowledge of products and services? Satisfied + very satisfied


When you contacted SA Water, how satisfied were you with helpfulness of office staff? Satisfied + very satisfied


Questionnaire

Questionnaire (continued) Overall satisfaction with field maintenance crew

Using a scale of 5 to 1, with 5 being very satisfied, and 1 being very dissatisfied how would you rate your overall satisfaction with the

field maintenance crew? Satisfied + very satisfied

Time taken to complete the works - faults or service problems

Recently you lodged a fault or service problem with SA Water. How satisfied were you with the time taken to complete the works?

Satisfied + very satisfied

Time taken to complete the works - connections or extensions

Overall how satisfied were you with the time taken to complete the connection or extension from the time that payment was made?


Customer comments (raves and rants)

Why did you give this rating? Open ended question


Thinking about your recent contact with SA Water, how many times did you contact them to resolve this specific issue? This includes

phone calls, letters and emails.

Written correspondence - response addressed enquiry

Thinking about the response you received from SA Water, how satisfied were you with the following? The response addressed your

enquiry


Written correspondence - information easy to understand

Thinking about the response you received from SA Water, how satisfied were you with the following? The information was easy to

understand



Written correspondence - professionalism of correspondence

Thinking about the response you received from SA Water, how satisfied were you with the following? The correspondence was

professional


Written correspondence - response time

Recently you sent correspondence to SA Water either via letter or email. How long did it take for you to receive a response to your

email/letter?


Questionnaire (continued)

customer experience report sa water · the customer experience survey measures satisfaction with...

Documents