customer service experience report
TRANSCRIPT
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%
New connectionsFaults and service
incidentsGeneral and account
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%
New connectionsFaults and service
incidentsGeneral and account
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
Page 16
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Page 19
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Page 25 Page 17
Page 14
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.
General and account enquiries
Key results
Page 16
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 and account enquiries
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 and account enquiries
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
• Provide progress updates or resolution confirmation
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.
General and account enquiries
Page 24
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
General and account enquiries
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
General and account enquiries
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.
General and account enquiries
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.
General and account enquiries
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%
General and account enquiries
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
58%Felt like they were kept
informed
26%Mentioned staff being fair as reason for satisfaction
44%Mentioned staff skills as reason for satisfaction
84%Satisfied with faults
enquiries
79%Had their issue resolved
43%Indicated that SA Water
doing what they said they would was the reason they
were satisfied
81%Felt it was easy to have
their issue resolved
43%Mentioned staff listening
to them as reason for satisfaction
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Page 33
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;
• Provide progress updates or resolution confirmation
• 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
KPI – Satisfaction
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
KPI – Being kept informed
58%+1% KPI: 65%
58% 60% 59% 64% 57% 58%
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 informedMeasureKPI
Faults
Page 37
Page 38
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
Improving satisfaction with customers’ experience
(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
• Provide progress updates or resolution confirmation
• 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
• Provide progress updates or resolution confirmation
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
Absence of CX principle CX Principle observed
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
Explanation of situation and next steps
94% 94% 92% 93% 96% 95% 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
Helpfulness of office staff
Faults
Page 44
91% 93% 95% 93% 94% 92% 93%
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
81% 81% 79% 82% 79%71% 77%
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
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
Time taken to complete works
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
69%Felt like they were kept
informed
17%Mentioned staff being fair as reason for satisfaction
37%Mentioned staff skills as reason for satisfaction
76%Satisfied with
connections enquiries
44%Contacted SA Water
once to resolve issue
37%Indicated that SA Water
doing what they said they
would was the reason they were satisfied
79%Felt it was easy to have
their issue resolved
37%Mentioned staff listening
to them as reason for satisfaction
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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
KPI – Satisfaction
Connections and minor land
development 81%
79% 80%
89%86%
76%85%
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 – Satisfaction
76%-10% KPI: 85%
Connections & minor land development
Page 50
KPI – Ease
77% 72% 77% 79% 81% 79%93%
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 – EaseMeasureKPI
79%-2% KPI: 93%
Connections and minor land
development
Connections & minor land development
Page 51
KPI – Being kept informed
68% 66% 70% 78% 81%
69%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
69%-12% KPI: 65%
Connections and minor land
development
Connections & minor land development
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Page 53
Improving satisfaction with customers’ experience
(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
• Provide progress updates or resolution confirmation
• 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
• Provide progress updates or resolution confirmation
Compared to Q1 FY 17/18Customers mentioned staff installing the connections in the
wrong place more this quarter than any other.
Connections & minor land development
• Consult with customer about location of connection
• Take less time to complete work• Provide progress updates or resolution confirmation
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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
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7%9%12%9%1%
-7%-8%-9%-15%
-15%
Q2 18/19Q1 18/19Q4 17/18Q3 17/18Q2 17/18
Keeping customers
informed
Absence of CX principle CX Principle observed
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
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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
Helpfulness of staff
Connections & minor land development
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Field crews96%
84% 81% 84% 90% 90% 90%
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
65%73% 68% 73%
85%75% 77%
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
Time taken to complete works
Connections & minor land development
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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%
Connections & minor land development
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
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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
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
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
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
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?
Satisfied + very satisfied
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)
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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
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?
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)