Customer Service Experience Report

Customer Service Experience Report

Quarter 2 2018-2019February 2019

Page 2

Our Customer Service Experience in Q2 has remained stable compared to the previous quarter, meeting the KPIs for ease of resolution and falling just below target in measures of satisfaction and keeping customers informed. New connections recorded the largest decreases across all key measures.

Overall satisfaction with experience, ease of experience, and being kept informed have all remained stable this quarter, with ease still hitting the KPI target but overall satisfaction and keeping customers informed falling short. Being kept informed has decreased across both General and Account enquiries (-2%) and New Connections (-

12%) but saw an increase in Faults (+1%).

Customer experience satisfaction with General and Account enquiries remained stable this quarter at 95%, in line with the results from Q1, which is on target. Ease has also remained stable at 96%, while being kept informed has decreased by 2%, now sitting at 51%, which is the lowest result ever recorded for this measure. Our key

opportunity to improve is to reduce the amount of record follow-ups in this area, as these service requests record significantly lower levels of satisfaction compared to other types. While introduction of the CRM has not visibly affected our key measures during the introduction period, we did see satisfaction with staff knowledge drop

during this quarter (83% in Q1 to 48% in Q2). This is something that should improve again next quarter when staff is more comfortable with the new system.

Among customers who reported a fault or service incident overall satisfaction with experience remained stable at 84%, under our 88% target. In Q2 18-19, ease decreased by 1%, remaining below the target of 93%. Being kept informed has increased by 1% this quarter to 58%, still below the target of 65%. However, this result is

expected to turn around in the next quarter as the resolution time for faults has decreased considerably.

Within the Connections and Minor Land Development service area, customer satisfaction has decreased from to 76% (from 86%), falling below the 85% target. Ease (79%) and being kept informed (69%) also decreased this quarter (by 2% and 12%, respectively), with ease still sitting below the target of 93% while being kept informed remains

above the target of 65%. A full review of the Connections process is being led by the Business Improvement team with support from the Customer Experience and Customer Research and Insights teams.

The Customer Experience Surveys measure satisfaction with the experience customers receive when asking a question, reporting a fault or applying for a new connection. It measures how customers feel we have helped them. 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 extent - our image.

Executive Summary

Page 3

Customer service experience overview 6

General and account enquiries 12

Key results 15

General enquiries 20

Record follow ups 22

Front desk 31

Faults 34

Key results 37

Faults reported by phone 42

Connections and minor land developments 51

Key results 54

Questionnaire 64

Contents

Page 4

External phone survey

• Our market research supplier newfocus undertakes our customer experience research twice a week.

• 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.

• Interviewing takes place on an ongoing basis ensuring continued customer feedback is received.

• The customers included for General Enquiries are those with a record follow-up, whereas for Faults and New Connections all customers are targeted.

• The results of this survey are included in this report.

After call survey

• Customers who call us with a mobile phone to our General Enquiries area, are sent an automated text message, inviting them to participate in a short survey.

• The survey can be taken on a mobile phone, and consists of 2-5 questions depending on the customer’s responses.

• The results are reported 24/7 through our BI Dashboard, and included in this report.

Front desk survey

• Customers who visit our front desk to receive customer support are asked to complete a survey after their visit.

• The survey is paper based, and can be completed on the spot. The survey consists of 5 questions.

• The results are included in this report and in a separate report to the area on a monthly basis.

Online fault resolution survey

• Customers who report a fault or service incident online, can opt to receive a confirmation that the incident has been resolved. The resolution confirmation message is sent either by text message or email, and contains an invitation to participate in a short survey.

• The survey can be taken on a mobile phone, tablet or computer, and consists of 2-5 questions depending on the customer’s responses.

• The results are included in this report.

Methodology

Page 5

The number of interviews conducted in Quarter 2 FY 18/19:

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 limited to 1.5 years of data.

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

Service area Survey

Average number of

customer contacts per

year

Interviews conducted

this quarter

Account / general enquiries

External phone survey 33,132 96

Front counter survey 3,755 102

After call survey 376,865 1345

Faults External phone survey 81,400 300

Online fault resolution survey 7,309 925

New Connections External phone survey 12,168 121

Methodology (cont.)

Customer Service Experience Overview

Overall satisfaction

Ease

Being kept informed

Customer service experience performanceQ2 18-19

60%

93% 96% 81% 79%

51% 58% 69%

92% 95%KPI: 93%

84% 76%“Efficiency throughout. From

the moment I put the application in, to the

moment it was installed”

“They responded to my

query quickly and called me back.”

“I rang up and they said it would be sorted, later that

night I got an email saying it was completed.”

KPI: 95% KPI: 88% -10% KPI: 85%

KPI: 93% -1% KPI: 93% -2% KPI: 93%KPI: 93%

KPI: 65% -2% KPI: 65% +1% KPI: 65% -12% KPI: 65%

Overall General and account

enquiriesFaults New

connections

Online Phone

Customer service KPI - Overall satisfaction

92%

95%

KPI: 93%

KPI: 95%

84%

KPI: 88%

76%

-9% KPI: 85%

New connectionsFaults and service

incidentsGeneral and account

enquiries

97% 72% 99%

General enquiries

Record follow-ups

Front counter

85%

+4% KPI: 88%

84%

-1% KPI: 88%+3% KPI: 95%-3% KPI: 95%+1% KPI: 95%

Customer service KPI - Ease

93%

96%

KPI: 93%

KPI: 93%

81%

-1% KPI: 93%

79%

-2% KPI: 93%



enquiries

99% 68% 99%

General enquiries

Record follow-ups

Front counter

90% 81%

Online Phone

+2% KPI: 93% -1% KPI: 93%+5% KPI: 93%+1% KPI: 93%KPI: 93%

Customer service KPI – Being kept informed

60%

51%

KPI: 65%

-2% KPI: 65%

58%+1% KPI: 65%

69%-12% KPI: 65%



enquiries

Page 11

79%83%

77%81% 81% 81%

62% 60% 62% 63% 65% 66%

Q1 17/18 Q2 17/18 Q3 17/18 Q4 17/18 Q1 18/19 Q2 18/19

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 account enquiries

Any questions or requests that are

related to SA Water in general or to a

customer’s account.

Page 13

48%Thought staff were

knowledgeable

51%Felt like they were kept

informed

20%Mentioned staff being fair as reason for satisfaction

35%Mentioned staff skills as reason for satisfaction

95%Satisfied with general

and account enquiries

89%Had their issue resolved

35%Indicated that SA Water

doing what they said they would was the reason

they were satisfied

96%Felt it was easy to have

their issue resolved

38%Mentioned staff listening

to them as reason for satisfaction

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Page 19

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Page 25 Page 17

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Overall satisfaction and ease with experience within General and Account enquiries were stable this quarter. Being kept informed has had a slight

decrease compared to last quarter. Of concern was a drop in satisfaction with staff knowledge, which aligned with the introduction of the CRM, as

well as a significant number of new staff starting in Q2.

Being kept informed has decreased slightly in Q2 18-19 by 2% and currently sits below target at 51%, as this metric is only recorded in the record

follow-ups channel, this decrease can be entirely attributed to this. Record follow ups also saw a slight decrease in satisfaction (3%).

Customer Care Centre staff elements; explanation of next steps and helpfulness of staff have remained stable this quarter, however, a large drop

was seen in staff knowledge (83% in Q1 to 48% in Q2).

Written correspondence measures; response addressed enquiry and professionalism of correspondence remained stable after the large decrease

last quarter, indicating that the decrease in these metrics needs to be addressed, as the results from Q1 and Q2 are the lowest ever recorded.

Information is easy to understand increased to 81% from 66% last quarter, a result that is comparable to Q4 1718 before the decrease.

Customers were most likely to be satisfied due to our friendly and helpful staff, because we fixed their problem/ answered their question, or that we

responded quickly. Ways in which to improve satisfaction among our dissatisfied customer include:

• Provide progress updates or resolution confirmation.

• Improve first contact resolution.

• Ensure that the customer agrees that issue has been resolved.

Respondents who visited the front counter indicated that the main reason for doing so was for account payments (58%) and account queries (18%).

All visitation reasons had very high levels of satisfaction.


Key results

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97% 72% 99%

96% 95% 95%

95%

Q4 FY 17/18 Q1 FY 18/19 Q2 FY 18/19

Tracking – SatisfactionMeasure

KPI

95%KPI: 95%


General enquiries Record follow-ups Front counter

KPI – Satisfaction

+3% KPI: 95%-3% KPI: 95%+1% KPI: 95%

Key results

Page 17

97%96% 96%

93%

Q4 FY 17/18 Q1 FY 18/19 Q2 FY 18/19

Tracking – EaseMeasure

KPI


General enquiries Record follow-ups Front counter

KPI – Ease

96%KPI: 93%

99% 68% 99%+5% KPI: 93%+1% KPI: 93%KPI: 93%

Key results

KPI – Being kept informed

51%-2% KPI: 65%

Record follow ups*

62%55% 53%

63%53% 51%

65%

Q1 FY 17/18 Q2 FY 17/18 Q3 FY 17/18 Q4 FY 17/18 Q1 FY 18/19 Q2 FY 18/19

Tracking – Being kept informedMeasure

KPI

Key results

*Only measured among

record follow ups

Page 19

Yes, 89%

No, 3%

Too soon to

tell, 9%

Issue resolved

How to resolve issue*

Better customer service/ communication

24%

Listen/ address issue 21%

Improve Processes 12%

Arrange direct debit/ payment

6%

Send me my account 3%

*Only asked in after

call survey

Note: Unresolved issue

sample sizes are relatively

small and results should be

viewed with caution.

Key results

General enquiries

Feedback on our general enquiries

are collected through our after-call

survey, shortly after the interaction

has taken place.

Page 21

General enquiries

Common Respondent Feedback

Satisfied

“Friendly and helpful service”

“Clear and good listener”

“Answered all my questions”

“Polite and understanding”

“Professional”

Dissatisfied

“Very rude and not helpful”

“Issue not resolved”

99%

Satisfaction with service

provided by agent

Record follow-ups

Services requests that we cannot

solve immediately during the contact.

Page 23

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

Improving satisfaction with customers’ experience

(Very) satisfied

(score 7-10)

73%

Neutral

(score 4-6)

15%

(Very) dissatisfied

(score 0-3)

13%

• Provide progress updates or resolution confirmation

• Improve first contact resolution• Ensure that customer agrees that issue has been resolved

• Take less time to resolve issues• 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• Take less time to resolve issues

• Improve staff communication skills


Compared to Q1 FY 18/19In Q2 18-19 the criticism from satisfied respondents

revolved around there being no communication from SA Water when the problem was fixed.


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CCC service elements

84% 83% 83% 81% 86% 81% 83%

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19

Explanation of situation and next steps

85% 82%71%

81% 88% 83%

48%

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19

Staff knowledge

88% 84% 86% 83% 92%86% 86%

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19

Helpfulness of staff


Page 25

CX Principles

38%23%31%32%30%

-15%-14%-4%-6%-4%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Listening CX Principle observed Absence of CX principle

24%25%27%37%33%

-9%-8%-6%-5%-5%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Making things easy

35%23%28%30%30%

-7%-5%-5%-5%-5%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Doing what we say

we’ll do


Page 26

35%23%28%30%30%

-11%-6%-3%-4%-3%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Being skilled

20%32%29%28%26%

-3%-10%-3%-3%-2%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Being fair

5%6%5%7%4%

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

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Keeping customers

informed

Absence of CX principle CX Principle observed

CX PrinciplesGeneral and account enquiries

Page 27

Written correspondence

86%82% 75% 73% 80%

59% 62%

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19

Response addressed enquiry 97%89%

79%77%

83%66%

81%

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19

Information easy to understand

100% 89%79% 85% 87% 83% 81%

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19

Professionalism of correspondence

Note: Written correspondence sample sizes are relatively small and results

should be viewed with caution.


Page 28

Written correspondence

3% 0% * * **3% 7% * 3% 10%

5%8% 4%

4%

12% 13%

28%

*

71%68%

61%

69%

53%

45%

38%

16%21%

32%

12%

27%17%

52%

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY 17/18 Q1 FY 18/19 Q2 FY 18/19

Within the same

business day

2 - 5 business days

6 - 9 business days

10 - 20 business days

More than 20 business

days

* Less than 0.5%

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 Desk

Located in our head office on Victoria

Square in Adelaide, customer service

staff are available to serve customers

during business hours.

Page 30

Account Query

(18% of all visits)

100% Satisfied

Account Payment

(58% of all visits)Water Consumption

(2% of all visits)

Satisfaction by reason for visit

Connection Enquiry

(6% of all visits)

Deceased Estate

(4% of all visits)

Conveyancer Query/ Payment

(1% of all visits)

98% Satisfied 100% Satisfied

100% Satisfied 100% Satisfied 100% Satisfied

Note: Calculation of those satisfied only includes respondents who indicate that they

were visiting for one reason, as the satisfaction level can be attributed to one area.

KPI: 93%


Faults

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.

Page 32

93%Satisfied with field

maintenance crew


informed



84%Satisfied with faults

enquiries

79%Had their issue resolved


doing what they said they would was the reason they

were satisfied





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Within the Faults and service incidents area, satisfaction with overall experience, satisfaction with ease, and satisfaction with being kept

informed have all remained stable in Q2 18-19 after the decline in Q1.

Overall satisfaction has remained stable this quarter at 84%, below the target of 88%. Ease also remained stable, at 81% compared to 82% last

quarter. Being kept informed has increased slightly this quarter from 57% to 58%, still sitting below the 65% target.

Both explanation of next steps and helpfulness of office staff have increased by 1% this quarter and sit at 92% and 96% respectively.

Overall satisfaction with the field maintenance crews has remained stable, increasing slightly this quarter to 93%. Time taken to complete works

has also increased this quarter from 71% to 77%, which could be a result of decrease in time taken to resolve faults in December 2018.

Our verbatim shows the top ways to increase satisfaction include;


• Ensure customer agrees that issue has been resolved

• Take less time to resolve issues

This quarter, customers who indicated that their faults enquiry was not resolved was recorded as 14%. Results indicated that 90% of this group

just wanted the issue to be resolved and didn’t provide any further feedback. 7% had observed SA Water attending the site but not fixing the

issue.

Faults

Key results

Page 35

91%

83% 86% 84% 84%88%

Q2 FY 17/18 Q3 FY 17/18 Q4 FY 17/18 Q1 FY 18/19 Q2 FY 18/19

Tracking – SatisfactionMeasure

KPI


84%KPI: 88%

Faults and service incidents

85% 84%

PhoneOnline

+4% KPI: 88% -1% KPI: 88%

Faults

Page 36

87% 85% 88% 82% 81%

93%

Q2 FY 17/18 Q3 FY 17/18 Q4 FY 17/18 Q1 FY 18/19 Q2 FY 18/19

Tracking – EaseMeasure

KPI

KPI – Ease

81%-1% KPI: 93%

Faults and service incidents

PhoneOnline

90% 81%+2% KPI: 93% -1% KPI: 93%

Faults


58%+1% KPI: 65%

58% 60% 59% 64% 57% 58%

65%


Tracking – Being kept informedMeasureKPI

Faults

Page 37

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Yes, 79%

No, 14%

Too soon to

tell, 7%

Issue resolved

General feedback (issue not resolved)

Issue is not resolved (fix issue) 90%

SAW attended but did not fix the issue

7%

Need to consult non-SAW plumber 4%

Fix water pressure 2%

Contacted multiple times and no resolution

2%

Faults

Faults reported by phone

Page 40


(Very) satisfied

(score 7-10)

83%

Neutral

(score 4-6)

10%

(Very)

dissatisfied

(score 0-3)

7%

• Ensure customer agrees that issue has been resolved

• Provide progress updates or resolution confirmation• Work on meeting customers’ expectation of resolution

time• Improve staff communication skills

Ho

w t

o im

pro

ve

satisf

ac

tio

n


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

• Improve staff communication skills

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• Our service was prompt and issues were fixed within the timeframe • Our staff was friendly and helpful

• We fixed customer’s issues or answered their question


Compared to Q1 FY 18/19In Q2 18-19 there were a lot of mentions of staff attending and not fixing the issue, or no follow ups from SA Water.

Faults

Page 41

53%42%45%52%51%

-6%-12%-10%-8%-5%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Making things easy

43%17%20%24%33%

-3%-7%-6%-7%-7%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Doing what we say

we’ll do

43%17%22%27%34%

-2%-7%-4%-3%-2%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

ListeningCX Principle observed Absence of CX principle

CX Principles Faults

Page 42

6%8%8%6%5%

-7%-8%-11%-12%-14%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Keeping customers

informed


44%17%20%26%33%

-3%-4%-4%-4%-5%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Being skilled

26%32%22%22%19%

0%-3%-1%-1%-2%

Q2 18/19Q1 18/19Q4 17-18Q3 17/18Q2 17/18

Being fair

Faults CX Principles

Page 43

CCC performance by service element

90% 93%91% 89% 93% 91% 92%

Q4 FY 16/17 Q1 FY 17/18 Q2 FY 17/18 Q3 FY 17/18 Q4 FY 17/18 Q1 FY 18/19 Q2 FY 18/19


94% 94% 92% 93% 96% 95% 96%


Helpfulness of office staff

Faults

Page 44

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


Overall satisfaction with field maintenance crew

81% 81% 79% 82% 79%71% 77%


Time taken to complete works

Field crews

Faults

Page 45

Field crews – metro versus regional areas

87%

94%

95% 92% 93% 91% 92%

98%

89%

97% 95% 97% 97% 96%

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19

Overall satisfaction with field

maintenance crew

80% 81% 78% 81%77%

69%75%

83% 81% 83% 85% 88%

75%

85%

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19


Metropolitan areas Regional areas

58%55%

61%

58%62% 55%

54%

60% 65%

56%

64%67% 65%

71%

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19

Keeping customers informed

Faults

Connections and Minor Land Development

Results for this measure relate to customer contacts for

those who are applying for a new connection or an

extension of an existing connection to our network.

Page 47

83%Thought staff were

knowledgeable


informed



76%Satisfied with

connections enquiries

44%Contacted SA Water

once to resolve issue


doing what they said they

would was the reason they were satisfied





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Page 48

Satisfaction with customer experience and being kept informed among the Connections and Minor Land Development customers have both

decreased considerably this quarter. Ease remained stable, decreasing slightly to 79%.

Overall satisfaction has decreased from 86% in Q1 18-19 to 76% in Q2 18-19, falling below the target of 85%. Ease has decreased by 2% this

quarter (79%). Being kept informed also decreased, from 81% in Q1 to 69% in Q2 18-19.

Explanation of next steps, helpfulness of staff and staff knowledge all decreased this quarter (by 4%, 5% and 7%, respectively).

Verbatim comments showed that customers were most satisfied when we:

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

• We fixed customer’s issues or answered their question

• Staff were friendly

Opportunities to improve satisfaction were to provide progress updates or resolution confirmation, improving our staff communication skills

and consulting with the customer about the location of the connection.

Overall satisfaction with field maintenance crew has remained consistent with last quarter at 90%, while satisfaction with time taken to

complete the works increased from 75% to 77%.

Connections & minor land development

Key results


Connections and minor land

development 81%

79% 80%

89%86%

76%85%


Tracking – Satisfaction

76%-10% KPI: 85%


Page 50

KPI – Ease

77% 72% 77% 79% 81% 79%93%


Tracking – EaseMeasureKPI

79%-2% KPI: 93%


development


Page 51


68% 66% 70% 78% 81%

69%65%


Tracking – Being kept informedMeasure

KPI

69%-12% KPI: 65%


development


Page 52

Page 53


(Very) satisfied

(score 7-10)

76%

Neutral

(score 4-6)

14%

(Very) dissatisfied

(score 0-3)

10%

Ho

w t

o im

pro

ve

satisf

ac

tio

n


• Improve staff communication skills• Consult with customer about location of connection

• Take less time to complete work

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• We responded quickly or in the timeframe we said we would• We fixed customer’s issues or answered their question

• Staff were friendly or helpful


Compared to Q1 FY 17/18Customers mentioned staff installing the connections in the

wrong place more this quarter than any other.


• Consult with customer about location of connection

• Take less time to complete work• Provide progress updates or resolution confirmation

Page 54

37%28%27%27%36%

-9%-13%-4%-4%-4%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Listening CX Principle observed Absence of CX principle

40%39%40%47%39%

-9%-13%

-7%-13%-11%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Making things easy

37%28%27%27%36%

-2%-8%-3%-1%-4%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Doing what we say

we’ll do

CX PrinciplesConnections & minor land development

Page 55

7%9%12%9%1%

-7%-8%-9%-15%

-15%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Keeping customers

informed


37%28%27%27%36%

-8%-8%-9%-3%-4%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Being skilled

17%13%7%4%

11%

-8%-11%-3%-8%-4%

Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18

Being fair

CX PrinciplesConnections & minor land development

Page 56

Performance by service element

85% 83% 81% 89% 84%80%

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19

Explanation of situation and next steps84%

82% 84% 90% 90%83%

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19

Staff knowledge

87% 87% 90% 92%89% 84%

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY

17/18

Q1 FY

18/19

Q2 FY

18/19



Page 57

Field crews96%

84% 81% 84% 90% 90% 90%



65%73% 68% 73%

85%75% 77%




Page 58

Times contacted to resolve issue

2%*

3%* *

3%*

12%8%

18%

10% 14% 12% 15%

10%

10%

8%

7%

14%3%

9%

23%

10%

12%

16%

12%

20% 10%

26%

32%15%

25%

25%

18% 23%

28%

40% 44% 42%36%

45% 44%

Q4 FY

16/17

Q1 FY

17/18

Q2 FY

17/18

Q3 FY

17/18

Q4 FY 17/18 Q1 FY 18/19 Q2 FY 18/19

Once

Twice

Three times

Four times

Five or more times

Still unresolved

* Less than 0.5%


Questionnaire

This section of the report provides the

questionnaires used for our customer

service experience surveys.

Page 60

Was your issue resolved?

Yes

No

Too soon to tell

[If not resolved]

We are sorry to hear that. Please tell us how we can resolve the issue to your satisfaction. (Open ended)

[If resolved]

You spoke with [agent name] on [call date] around [call time]. How satisfied are you with the service provided by [agent name]? (0-

10 scale)

Why did you give that rating? (Open ended)

How easy was it to have your issue resolved? (0-10 scale)

How satisfied are you with your most recent service experience with SA Water? (0-10 scale)

Do you have any further feedback or comments for us? (Open ended)

After call survey

Page 61

Was your issue resolved?

Yes

No

Too soon to tell

[If issue not resolved]

We are sorry to hear that. Please tell us how we can resolve the issue to your satisfaction.

[If issue resolved]

How easy was it to have your issue resolved? (0-10 scale)

How satisfied are you with your most recent service experience with SA Water? (0-10 scale)

Do you have any further feedback or comments for us? (Open ended)

Online faults resolution survey

Page 62

Front desk

survey

Page 63

Customer satisfaction with experience

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

Customer comments (Advice and Accolades)

Why did you give this rating? Open ended question

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

External phone survey

Page 64

Crew contact

During the works to address the fault or service problem, did you...

See or hear the field crew

Receive a note from the field crew

Talk to the field crew

None of the above


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

Customer comments regarding crew

Why did you give this rating? Open ended question

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?


Times contacted to resolve issue

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.

External phone survey (continued)

Page 65

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?

SA Water overall satisfaction

Overall how satisfied are you with SA Water? Would you say...? 5-point satisfaction scale

Share customer details with SAW

If needed would you be happy for newfocus to share the individual details of your experience with SA Water for follow up?

External phone survey (continued)

Documents

Customer Service Experience Report