Annual Customer Experience Monitoring Survey for Water Sector Regulation

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The Water Services Regulation Authority awarded a contract to BMG Research for the annual monitoring survey of customer experience in the water sector.

The survey provides a robust, comparable measure of customers' satisfaction with their water or sewerage supplier's handling of recent contacts, using a sample covering all aspects of a company's business and contact channels.

The data is sufficiently robust to distinguish between performance levels of different companies each year, supporting determinations of financial rewards and penalties at PR19, and combined data for 2015-16 to 2018-19 supports decisions on financial incentives in 2019.

The research explores how customers initially contacted the company, reasons for contact, satisfaction with overall handling, reasons for satisfaction or dissatisfaction, and comparisons with other sectors.

The contract value is AUD 330,750.