Customer Experience Report SA Water · The Customer Experience Survey measures satisfaction with...
Transcript of 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.
Page 2
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
Data collected and verified by
Page 4
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.
Data collected and verified by
Executive Summary
Page 5
• 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
Data collected and verified by
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
Customer satisfaction with experience
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%
Data collected and verified by
Page 7 Customer experience performance
over time
Target
65%
Please note: CX NPS is not
directly comparable
with standard NPS
Please note: CX NPS is not
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
Customer satisfaction with experience
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
Promoters Passives Detractors
+39 +29 +48 +32 CX NPS
SCORE Q2
Data collected and verified by
Page 8
Customer experience performance
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
Data collected and verified by
Page 9
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
Overall satisfaction with field
maintenance crew for faults
78% 83%
40%
60%
80%
100%
Metropolitan Adelaide Regional SA
Time taken to complete the works
for faults
Data collected and verified by
Page 10 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
Data collected and verified by
Page 11
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
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
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)
Data collected and verified by
Page 15 Overall satisfaction with SA Water
Page 16
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
• Provide progress updates or resolution confirmation
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
Data collected and verified by
Page 17
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
Customer satisfaction with experience
was down 1%
Customer experience performance
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%
Data collected and verified by
General and account enquiries Page 18
Please note: CX NPS is not
directly comparable
with standard NPS
Please note: CX NPS is not
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
Promoters Passives Detractors
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%
Helpfulness of staff
Data collected and verified by
General and account enquiries Page 19
Improving satisfaction with customers’ experience
(Very) satisfied (score 7-10)
75%
Neutral (score 4-6)
14%
(Very) dissatisfied (score 0-3)
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
Data collected and verified by
General and account enquiries Page 20
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
Listening CX Principle observed Absence of CX principle
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%
Data collected and verified by
General and account enquiries Page 23
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
Data collected and verified by
General and account enquiries Page 24
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.
Data collected and verified by
General and account enquiries Page 25
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 Page 27
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 Page 28
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 29 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
• Provide progress updates or resolution confirmation
Data collected and verified by
Faults Page 30
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
Customer satisfaction with experience
was up 4%
Customer experience performance
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%
Data collected and verified by
Faults Page 31
Please note: CX NPS is not
directly comparable
with standard NPS
Please note: CX NPS is not
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
Promoters Passives Detractors
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
Explanation of situation and next steps
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
Data collected and verified by
Faults Page 32
Improving satisfaction with customers’ experience
(Very) satisfied (score 7-10)
88%
Neutral (score 4-6)
8%
(Very) dissatisfied (score 0-3)
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
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 • We fixed customer’s issues or answered their question • Our staff was friendly and helpful
• Provide progress updates or resolution confirmation
Data collected and verified by
Faults Page 33
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
Listening CX Principle observed Absence of CX principle
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
Times contacted to resolve issue
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%
Data collected and verified by
Page 36
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
Data collected and verified by
Faults Page 37
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
Overall satisfaction with field
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
Data collected and verified by
Faults Page 38
Page 39 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.
Data collected and verified by
Connections & minor land development Page 40
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%
Customer experience performance
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%
Data collected and verified by
Connections & minor land development Page 41
Please note: CX NPS is not
directly comparable
with standard NPS
Please note: CX NPS is not
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
Promoters Passives Detractors
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
Explanation of situation and next steps
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
Helpfulness of staff
Data collected and verified by
Connections & minor land development Page 42
Improving satisfaction with customers’ experience
(Very) satisfied (score 7-10)
79%
Neutral (score 4-6)
12%
(Very) dissatisfied (score 0-3)
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
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 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
Data collected and verified by
Connections & minor land development Page 43
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
Listening CX Principle observed Absence of CX principle
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
Times contacted to resolve issue
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
Data collected and verified by
Page 46
Connections & minor land development
* 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
Data collected and verified by
Connections & minor land development Page 47
Questionnaire
This section of the report provides the questionnaire used for our
customer experience survey.
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
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
Explanation of situation and next steps
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
Helpfulness of staff
When you contacted SA Water, how satisfied were you with helpfulness of office staff? Satisfied + very satisfied
Data collected and verified by
Page 49 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?
Satisfied + very satisfied
Customer comments (raves and rants)
Why did you give this rating? Open ended question
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.
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
Satisfied + very satisfied
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
Satisfied + very satisfied
Data collected and verified by
Page 50
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
Satisfied + very satisfied
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?
Data collected and verified by
Page 51 Questionnaire (continued)