Delivering on promises, fixing problems faster, and doing so effectively are top of the “must do better” list for Guernsey Water, as well as concerns about the taste of water in the island.
That’s a key finding from a survey of a range of business and domestic customers carried out along similar lines to those done by UK utilities.
When benchmarked against them, Guernsey Water is better than average.
Using The Institute of Customer Service, an independent professional body for customer service, results were compared against UK utilities, coming out with a score of 79.5, compared to a national average of 75.1. The satisfaction index is based on a survey of 10,000 customers across the British Isles.
Chris Hall, Guernsey Water’s customer service manager, said: “We constantly strive to improve our customers’ experience so we are proud that our customers are rating us so highly compared with other utilities and businesses.”
Guernsey Water’s customers were most satisfied with the competence of staff, helpfulness of staff and ease of getting through over the phone, as well as email contacts.
They were least satisfied with commitments not being met, the speed of resolving their complaint and the outcome of their complaint.
Chris added: “The results have highlighted some key customer satisfaction points which we need to work on. There are also a number of more direct comments that we need to address regarding charges and taste in particular.”
“This is the first survey we have conducted with the Institute of Customer Service, it is a good indicator of how we are performing and will help us improve. Over the coming months we will be engaging with our customers to understand their thoughts on the results, as well as working hard to further improve our overall service.”