Customer Service Experience Report Quarter

Transcription

1 Customer Service Experience Report Quarter February 2019

2 Executive Summary 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 Q , 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. Page 2

3 Contents 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 Page 3

4 Methodology 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 , 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. Page 4

5 Methodology (cont.) The number of interviews conducted in Quarter 2 FY 18/19: Service area Survey Average number of customer contacts per year Interviews conducted this quarter External phone survey 33, Account / general enquiries Front counter survey 3, After call survey 376, Faults External phone survey 81, Online fault resolution survey 7, New Connections External phone survey 12, 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. Page 5

6 Customer Service Experience Overview

7 Customer service experience performance Q Overall General and account enquiries Faults New connections Overall satisfaction 92% 95% 84% 76% KPI: 93% KPI: 95% KPI: 88% -10% KPI: 85% Efficiency throughout. From the moment I put the application in, to the moment it was installed Ease Being kept informed 93% 96% 81% 79% KPI: 93% KPI: 93% -1% KPI: 93% -2% KPI: 93% 60% 51% 58% 69% KPI: 65% -2% KPI: 65% +1% KPI: 65% -12% KPI: 65% 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 saying it was completed.

8 Customer service KPI - Overall satisfaction 92% KPI: 93% 95% KPI: 95% General and account enquiries 84% KPI: 88% Faults and service incidents 76% -9% KPI: 85% New connections 97% 72% 99% +1% KPI: 95% General enquiries -3% KPI: 95% Record follow-ups +3% KPI: 95% Front counter 85% +4% KPI: 88% Online 84% -1% KPI: 88% Phone

9 Customer service KPI - Ease 93% KPI: 93% 96% KPI: 93% General and account enquiries 81% -1% KPI: 93% Faults and service incidents 79% -2% KPI: 93% New connections 99% 68% 99% KPI: 93% General enquiries +1% KPI: 93% Record follow-ups +5% KPI: 93% Front counter 90% 81% +2% KPI: 93% -1% KPI: 93% Online Phone

10 Customer service KPI Being kept informed 60% KPI: 65% 51% -2% KPI: 65% General and account enquiries 58% +1% KPI: 65% Faults and service incidents 69% -12% KPI: 65% New connections

11 Overall satisfaction with SA Water 79% 83% 77% 81% 81% 81% Overall satisfaction with SA Water among customers who recently contacted us (from CX survey) 62% 60% 62% 63% 65% 66% Overall satisfaction with SA Water among the South Australia community (from Brand Health and Perceptions research) Q1 Q2 Q3 Q4 Q1 18/19 Q2 18/19 Page 11

12 General and account enquiries Any questions or requests that are related to SA Water in general or to a customer s account.

13 Page 24 Page 18 Page 26 48% Thought staff were knowledgeable 51% Felt like they were kept informed 20% Mentioned staff being fair as reason for satisfaction Page 26 Page 16 Page 19 35% Mentioned staff skills as reason for satisfaction 95% Satisfied with general and account enquiries 89% Had their issue resolved Page 25 Page 17 Page 25 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 13

14 General and account enquiries 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 Q 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 Q 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. Page 14

15 Key results

16 Key results KPI Satisfaction General and account enquiries 95% KPI: 95% General enquiries Record follow-ups Front counter 97% 72% 99% +1% KPI: 95% -3% KPI: 95% +3% KPI: 95% Measure KPI Tracking Satisfaction 96% 95% 95% 95% Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 16

17 Key results KPI Ease General and account enquiries 96% KPI: 93% General enquiries Record follow-ups Front counter 99% 68% 99% KPI: 93% +1% KPI: 93% +5% KPI: 93% Measure KPI 97% Tracking Ease 96% 96% 93% Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 17

18 Key results KPI Being kept informed Record follow ups* Measure KPI Tracking Being kept informed 51% -2% KPI: 65% 65% 62% 63% 55% 53% 53% 51% Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 *Only measured among record follow ups

19 Key results Issue resolved Yes, 89% No, 3% Too soon to tell, 9% 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. Page 19

20 General enquiries Feedback on our general enquiries are collected through our after-call survey, shortly after the interaction has taken place.

21 General enquiries Common Respondent Feedback Satisfied Friendly and helpful service Clear and good listener Answered all my questions Polite and understanding Satisfaction with service provided by agent 99% Professional Dissatisfied Very rude and not helpful Issue not resolved Page 21

22 Record follow-ups Services requests that we cannot solve immediately during the contact.

23 General and account enquiries Improving satisfaction with customers experience 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 Compared to Q1 FY 18/19 In Q the criticism from satisfied respondents revolved around there being no communication from SA Water when the problem was fixed. How to improve satisfaction Provide progress updates or resolution confirmation 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 Improve first contact resolution Ensure that customer agrees that issue has been resolved Take less time to resolve issues Improve staff communication skills (Very) satisfied (score 7-10) 73% Neutral (score 4-6) 15% (Very) dissatisfied (score 0-3) 13% Page 23

24 General and account enquiries CCC service elements Explanation of situation and next steps 84% 83% 83% 81% 86% 81% 83% 85% 82% Staff knowledge 81% 88% 83% 71% 48% Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Helpfulness of staff 88% 84% 86% 83% 92% 86% 86% Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 24

25 General and account enquiries CX Principles Listening CX Principle observed Absence of CX principle 30% 32% 31% 23% 38% -4% -6% -4% -14% -15% Q2 Q3 Q4 Q1 18/19 Q2 18/19 Making things easy 33% 37% 27% 25% 24% -5% -5% -6% -8% -9% Doing what we say we ll do Q2 30% Q3 30% Q4 28% Q1 18/19 23% Q2 18/19 35% -5% -5% -5% -5% -7% Q2 Q3 Q4 Q1 18/19 Q2 18/19 Page 25

26 General and account enquiries Keeping customers informed 4% 7% CX Principles Absence of CX principle CX Principle observed 5% 6% 5% -14% -14% -7% -7% -5% Being skilled Q2 Q3 Q4 Q1 18/19 Q2 18/19 30% 30% 28% 23% 35% -3% -4% -3% -6% -11% Being fair Q2 26% -2% Q3 28% -3% Q4 29% -3% Q1 18/19 32% -10% Q2 18/19 20% -3% Q2 Q3 Q4 Q1 18/19 Q2 18/19 Page 26

27 General and account enquiries Written correspondence 86% Response addressed enquiry 97% 82% 75% 73% 80% 59% 62% 89% Information easy to understand 79% 83% 77% 66% 81% Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 100% Professionalism of correspondence 89% 79% 85% 87% 83% 81% Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Note: Written correspondence sample sizes are relatively small and results should be viewed with caution. Page 27

28 General and account enquiries Written correspondence 16% 21% 32% 12% 27% 17% 52% Within the same business day 2-5 business days 6-9 business days 71% 68% 61% 69% 53% 45% business days More than 20 business days 12% 13% 8% 4% * 3% 4% 5% 3% 7% * 3% 10% * 0% * * * Q4 FY Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 16/17 28% 38% * 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. Page 28

29 Front Desk Located in our head office on Victoria Square in Adelaide, customer service staff are available to serve customers during business hours.

30 General and account enquiries Satisfaction by reason for visit KPI: 93% Account Query (18% of all visits) Account Payment (58% of all visits) Water Consumption (2% of all visits) 100% Satisfied 98% Satisfied 100% Satisfied Connection Enquiry (6% of all visits) Deceased Estate (4% of all visits) Conveyancer Query/ Payment (1% of all visits) 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. Page 30

31 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.

32 Page 43 Page 40 Page 45 93% Satisfied with field maintenance crew 58% Felt like they were kept informed 26% Mentioned staff being fair as reason for satisfaction Page 45 Page 38 Page 41 44% Mentioned staff skills as reason for satisfaction 84% Satisfied with faults enquiries 79% Had their issue resolved Page 44 Page 39 Page 44 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 Page 32

33 Faults 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 Q 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 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. Page 33

34 Key results

35 Faults KPI Satisfaction Faults and service incidents 84% KPI: 88% Online Phone 85% 84% +4% KPI: 88% -1% KPI: 88% Measure KPI 91% Tracking Satisfaction 83% 86% 84% 84% 88% Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 35

36 Faults KPI Ease Faults and service incidents 81% -1% KPI: 93% Online Phone 90% 81% +2% KPI: 93% -1% KPI: 93% Measure KPI Tracking Ease 93% 87% 85% 88% 82% 81% Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 36

37 Faults KPI Being kept informed Measure KPI Tracking Being kept informed 58% 65% 58% 60% 59% 64% 57% 58% +1% KPI: 65% Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 37

38 Faults Issue resolved Yes, 79% No, 14% 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% Too soon to tell, 7% Contacted multiple times and no resolution 2% Page 38

39 Faults reported by phone

40 Faults Improving satisfaction with customers experience 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 18/19 In Q there were a lot of mentions of staff attending and not fixing the issue, or no follow ups from SA Water. How to improve satisfaction Provide progress updates or resolution confirmation Provide progress updates or resolution confirmation Ensure customer agrees that issue has been resolved Take less time to resolve issues Improve staff communication skills 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 (Very) satisfied (score 7-10) 83% Neutral (score 4-6) 10% (Very) dissatisfied (score 0-3) 7% Page 40

41 Faults CX Principles Listening CX Principle observed Absence of CX principle 34% -2% 27% -3% 22% -4% 17% -7% 43% -2% Making things easy Q2 51% Q3 52% Q4 45% Q1 18/19 42% Q2 18/19 53% -5% -8% -10% -12% -6% Doing what we say we ll do Q2 33% -7% Q3 24% -7% Q4 20% -6% Q1 18/19 17% -7% Q2 18/19 43% -3% Q2 Q3 Q4 Q1 18/19 Q2 18/19 Page 41

42 Faults CX Principles Keeping customers informed 5% 6% Absence of CX principle 8% 8% CX Principle observed 6% -14% -12% -11% -8% -7% Q2 Q3 Q4 Q1 18/19 Q2 18/19 Being skilled 33% 26% 20% 17% 44% -5% -4% -4% -4% -3% Being fair Q2 19% -2% Q3 22% -1% Q4 22% -1% Q1 18/19 32% -3% Q2 18/19 26% 0% Q2 Q3 Q Q1 18/19 Q2 18/19 Page 42

43 Faults CCC performance by service element 90% 93% Explanation of situation and next steps 91% 89% 93% 91% 92% Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Helpfulness of office staff 94% 94% 92% 93% 96% 95% 96% Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 43

44 Faults Field crews Overall satisfaction with field maintenance crew 91% 93% 95% 93% 94% 92% 93% Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Time taken to complete works 81% 81% 79% 82% 79% 71% 77% Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 44

45 Faults Field crews metro versus regional areas Overall satisfaction with field maintenance crew Time taken to complete works Keeping customers informed 98% 87% 94% 89% 97% 95% 97% 97% 96% 95% 92% 93% 91% 92% 83% 81% 83% 85% 88% 75% 85% 80% 81% 78% 81% 77% 69% 75% 60% 65% 61% 64% 67% 65% 71% 58% 55% 56% 58% 62% 55% 54% Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY Q2 FY 18/19 18/19 Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Metropolitan areas Regional areas Page 45

46 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.

47 Page 61 Page 57 Page 60 83% Thought staff were knowledgeable 69% Felt like they were kept informed 17% Mentioned staff being fair as reason for satisfaction Page 60 Page 55 Page 63 37% Mentioned staff skills as reason for satisfaction 76% Satisfied with connections enquiries 44% Contacted SA Water once to resolve issue Page 59 Page 56 Page 59 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 Page 47

48 Connections & minor land development 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 Q to 76% in Q , 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 Q 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%. Page 48

49 Key results

50 Connections & minor land development KPI Satisfaction Connections and minor land development 81% Tracking Satisfaction 79% 80% 89% 86% 85% 76% 76% -10% KPI: 85% Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 50

51 Connections & minor land development KPI Ease Connections and minor land development Measure KPI Tracking Ease 77% 72% 77% 79% 81% 79% 93% 79% -2% KPI: 93% Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 51

52 Connections & minor land development KPI Being kept informed Connections and minor land development Measure KPI 68% 66% Tracking Being kept informed 70% 78% 81% 69% 65% 69% -12% KPI: 65% Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 52

53 Connections & minor land development Improving satisfaction with customers experience 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 Customers mentioned staff installing the connections in the wrong place more this quarter than any other. How to improve satisfaction Provide progress updates or resolution confirmation Consult with customer about location of connection Take less time to complete work Provide progress updates or resolution confirmation Provide progress updates or resolution confirmation Improve staff communication skills Consult with customer about location of connection Take less time to complete work (Very) satisfied (score 7-10) 76% Neutral (score 4-6) 14% (Very) dissatisfied (score 0-3) 10% Page 53

54 Connections & minor land development CX Principles Listening CX Principle observed Absence of CX principle 36% 27% 27% 28% 37% -13% -9% -4% -4% -4% Q2 Q3 Q4 Q1 18/19 Q2 18/19 Making things easy 39% 47% 40% 39% 40% -11% -13% -7% -13% -9% Doing what we say we ll do Q2 36% Q3 27% Q4 27% Q1 18/19 28% Q2 18/19 37% -4% -1% -3% -8% -2% Q2 Q3 Q4 Q1 18/19 Q2 18/19 Page 54

55 Connections & minor land development CX Principles Keeping customers informed 1% -15% 9% -15% Absence of CX principle 12% 9% -9% -8% CX Principle observed 7% -7% Q2 Q3 Q4 Q1 18/19 Q2 18/19 Being skilled 36% 27% 27% 28% 37% -4% -3% -9% -8% -8% Being fair Q2 11% -4% Q3 4% -8% Q4 7% -3% Q1 18/19 13% -11% Q2 18/19 17% -8% Q2 Q3 Q4 Q1 18/19 Q2 18/19 Page 55

56 Connections & minor land development Performance by service element Explanation of situation and next steps 85% 83% 81% 89% 84% 80% 84% 82% Staff knowledge 84% 90% 90% 83% Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 87% Helpfulness of staff 87% 90% 92% 89% 84% Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 56

57 Connections & minor land development Field crews 96% Overall satisfaction with field maintenance crew 84% 81% 84% 90% 90% 90% Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 65% 73% 68% 73% Time taken to complete works 85% 75% 77% Q4 FY 16/17 Q1 FY Q2 FY Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Page 57

58 Connections & minor land development Times contacted to resolve issue 28% 40% 44% 42% 36% 45% 44% 26% 23% 10% 12% 2% Q4 FY 16/17 32% 10% 10% 8% * Q1 FY 15% 12% 8% 18% 3% Q2 FY 25% 25% 18% 23% 12% 20% 10% 16% 14% 9% 3% 7% 10% 14% 12% 15% 3% * * * Q3 FY Q4 FY Q1 FY 18/19 Q2 FY 18/19 Once Twice Three times Four times Five or more times Still unresolved * Less than 0.5% Page 58

59 Questionnaire This section of the report provides the questionnaires used for our customer service experience surveys.

60 After call survey 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) Page 60

61 Online faults resolution survey 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) Page 61

62 Front desk survey Page 62

63 External phone 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 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 Page 63

64 External phone survey (continued) 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 s. Page 64

65 External phone survey (continued) 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 . How long did it take for you to receive a response to your /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? Page 65