East Gippsland Water customers who have taken part in a Customer Experience Survey have helped the organisation understand real-life experiences of its operations.
The water corporation now has six months’ feedback from customers who have recently contacted the organisation, following the launch of a new initiative in October 2025.
The aim of the initiative is to hear how East Gippsland Water’s office and field-based customer service processes are working for customers.
The organisation responds to a wide range of customer concerns, including water meters, billing, water pressure, water quality, leaks, supply interruptions, stop taps, fire plugs, ground subsidence), and sewerage issues such as blockages, overflows, odours, and pressure pumps.
To date, customers have reported:
- an average satisfaction score of 9 out of 10 for being easy to contact
- an average satisfaction score of 8.9 out of 10 for keeping customers informed of the progress to resolve their issue
- 80 per cent of enquiries were able to be resolved the first time the issue was reported
- an overall satisfaction rating of 8.8 out of 10.
An independent Australian research company undertakes the survey on East Gippsland Water’s behalf. Customers are invited by SMS to fill in a short survey. As a thank you for their time, participants can opt-in for the chance to win a $50 credit on their account. Winners are selected at random and published on our Customer Experience Surveys page.
General Manager Customer, Community and Communications, David Radford, said the Customer Experience Survey is conducted monthly.
“This is valuable feedback for us. We will use this six months’ data as a benchmark to measure future performance against. The opinions customers have shared with us will directly inform customer service improvements – both in the office and the field. The survey reflects our longstanding commitment to listening and acting on customer feedback,” Mr Radford said.
Mr Radford said that since October last year, 30 East Gippsland Water customers from across the region have received a $50 water bill credit, just for completing the survey and opting-in for the competition.
“The bill credit is a way to say thanks to our valued customers for taking part in a survey that helps us improve our services,” he said. “If you receive an SMS invite, we encourage you to take a few minutes to share your thoughts. It’s a legitimate survey, not a scam, and you can opt-out at any time.”
To find out more, including full competition terms and conditions, visit the Customer Experience Surveys page or contact us on 1800 671 841.