Customer feedback drives website traffic

Gippsland Water’s new and improved website has the tick of approval, with customer visits up 44 per cent. 

The new website went live in October 2023 following consultation with Gippsland Water customers. 

It features quick links to bill payments, a live outage tracker, maps showing current and planned works, water storage levels and information on financial assistance for those struggling to pay their bills. 

Managing director Sarah Cumming said the increased traffic showed Gippsland Water was implementing customer feedback. 

“Our customers told us they wanted a website that was easy to use and kept them up to date on important information,” Ms Cumming said. 

“We listened to this feedback and are proud to have delivered a website that more of our customers are using more often.” 

Ms Cumming said visits to its customer support pages had also increased by 33 per cent. 

“Our enhanced customer support pages make it quicker and easier for our customers to access support when they need it," Ms Cumming said. 

“We understand that many of our customers are feeling the impacts of cost-of-living pressures, with our improvements making it simpler for them to access flexible payment plans, payment extensions and utility relief grants.” 

Ms Cumming said the organisation would continue to enhance its online presence, with plans to launch a new mobile app within the next 12 months. 

She said the app would provide customers with even greater flexibility to manage their bills and access a new tool to monitor their home or business water use via a smartphone or tablet. 

To view Gippsland Water’s website, visit www.gippswater.com.au