Jump to topic
Every year, our customers are surveyed about us. Data from these surveys helps us understand our customers and whether their needs and expectations are being met. Here are results from key customer surveys completed in the last few years.
Annual customer satisfaction survey
Each year our independent researchers contact a random sample of our customers to seek their views on how we're performing and perceived in the community.
Results from the most recent surveys are summarised in the table below.
| 2019 | 2020 | 2021 | 2022 | 2023 | |
|---|---|---|---|---|---|
|
My water corporation is a valued member of my community (% answered yes) |
54 | 61 | 61 | 66 | 62 |
|
I receive value for money for the services provided (% answered yes) |
60 | 67 | 71 | 62 | 68 |
|
Overall satisfaction with Gippsland Water (Scale of 0 - 5) |
4 | 4.1 | 4.1 | 4 | |
|
Overall satisfaction with Gippsland Water (Scale of 0 - 10) |
7.7 | ||||
|
I trust Gippsland Water (Net Promoter Score*) |
-5 | 3 | 9 | -3 | +11 |
|
I am satisfied with the reliability of wastewater services (% answered yes) |
97 | 98 | 92 | 87 | 82 |
|
I am satisfied with the quality of my tap water (% answered yes) |
83 | 90 | 83 | 89 | 89 |
|
Gippsland Water plans for the future (% answered yes) |
37 | 45 | 46 | 45 | 36 |
*Net Promoter Score (NPS) is a customer loyalty metric used to measure trust.
Water Services Association of Australia (WSAA) national customer perceptions survey
Every two years WSAA surveys customers of water organisations across Australia. The last WSAA national customer perceptions survey took place in 2021. The results are summarised below.
Note: Responses were measured on a scale of 1 – 10 where 1 = strongly disagree and 10 = strongly agree. Results listed below are agreement averages.
| 2023 | |
|---|---|
| My water provider delivers value for money | 6 |
| My water provider has a good reputation in the community | 6.4 |
| Overall, I am satisfied with my water provider as a service provider | 6.4 |
| I trust my water provider | 6.2 |
| If asked, how likely are you to speak highly of your water provider to others? (Net Promoter Score*) | -21 |
| My water utility provides a reliable service | 7.7 |
| My water utility keeps my personal information private and protected | 7.5 |
| My water utility manages the wastewater system well | 7.4 |
| My water utility has excellent customer service | 7.3 |
| My water utility responds quickly to disruptions (e.g. leaks and bursts) | 7.3 |
| My water utility is easy to deal with | 7.3 |
| My water utility cares for the local natural environment (e.g. waterways, wetlands, beaches etc) | 7.3 |
| My water utility is efficient and well managed | 7.2 |
| My water utility does the right thing | 7.2 |
| My water utility provides accurate bills | 7.1 |
| My water utility communicates with customers when there is an incident | 7 |
| My water utility makes effective plans for the future | 7 |
| My water utility makes a positive contribution to the community | 7 |
| My water utility cares for customers having trouble paying their bills | 7 |
| My water utility is doing its bit to combat climate change | 7 |
| My water utility is a highly competent organisation | 7 |
| My water utility is a leading organisation | 6.8 |
| My water utility has transparent prices | 6.8 |
| My water utility has customers’ best interests at heart/acts in its customers’ best interests | 6.7 |
| My water utility helps customers to save water | 6.4 |
| My water utility has fair and reasonable prices | 6.2 |
| My water utility has affordable bills | 5.9 |
| Historical data | 2015 | 2017 | 2019 | 2021 |
|---|---|---|---|---|
| My water provider delivers value for money | 5 | 5.1 | 5.5 | 6.1 |
| My water provider has a good reputation in the community | N/A | 5.5 | 5.6 | 6.4 |
| I trust my water provider | 5.1 | 5.6 | 5.7 | 6.4 |
| My water utility is easy to deal with | 6.2 | 6.6 | 6.8 | 7.2 |
| Overall, I would rate my satisfaction with the quality of water that is supplied to my home as... | 6.7 | 7.3 | 7.6 | 7.5 |
| My water utility has affordable bills | N/A | N/A | N/A | 6.0 |
| My water utility is efficient and well managed | 5.9 | 6.4 | 6.4 | 7.0 |
| My water utility is effective and planning for the future | 5.7 | 6.1 | 6.3 | 6.8 |
| My water utility runs their operations in a way that looks after the natural environment | 5.8 | 6.3 | 6.4 | 6.9 |
| My water utility keeps customers informed | 5.6 | 5.8 | 6.1 | 6.6 |
| My water utility cares about its customers | 5.4 | 5.6 | 6.0 | 6.5 |
| My water utility works in partnership with the community | 5.4 | 5.7 | 6.3 | 6.4 |
| My water utility is open and transparent | 5.1 | 5.5 | 6.0 | 6.4 |
| My water utility provides a reliable service | N/A | 6.9 | 7.0 | 7.4 |
| My water utility listens and responds to customers' needs | N/A | N/A | 6.3 | 6.5 |
Essential Services Commission (ESC) water customer perceptions survey
The ESC surveys water customers every three months across four key areas: value for money, reputation in the community, level of trust, and overall satisfaction.
Our performance
Find out more about our performance in our Community Report.