Understanding community expectations of us

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We asked 1,200 residents in the Lower Hunter to share their views on the most valuable aspects of the services Hunter Water provides. This was a ‘health check’ of our customers satisfaction with the services we provide and how we well we care for our customers, community and environment.

Here's a summary of what we heard:

This customer research was the first phase of this work to help us better integrate customer and community views into our decision-making. We were really pleased to see such a strong response to this online engagement, which included telephone interviews, an interactive online bulletin board and an online survey.

What's next? The next phase will involve exploring trade-offs between customer expectations and willingness to pay more for greater outcomes.

We asked 1,200 residents in the Lower Hunter to share their views on the most valuable aspects of the services Hunter Water provides. This was a ‘health check’ of our customers satisfaction with the services we provide and how we well we care for our customers, community and environment.

Here's a summary of what we heard:

This customer research was the first phase of this work to help us better integrate customer and community views into our decision-making. We were really pleased to see such a strong response to this online engagement, which included telephone interviews, an interactive online bulletin board and an online survey.

What's next? The next phase will involve exploring trade-offs between customer expectations and willingness to pay more for greater outcomes.

  • Snapshot of what our customers are telling us

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    We asked our customers to tell us what they what they value most about the services we provide, what we do well and where we can improve. Over several months in early 2020, we spoke with 1,200 residents from across the Lower Hunter to develop our understanding. We did through through online discussion forums, surveys as well as one-on-one interviews.

    Here's a snapshot of what we learned.

    This customer research was the first phase of this work to help us better integrate customer and community views into our decision-making. The next phase will involve exploring trade-offs between customer expectations and willingness to pay more for greater outcomes.

  • Community invited to have a say

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    29 May 2020
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    As a resident of the Lower Hunter region, our goal is to ensure your needs and expectations are reflected in everything we do. To help us do this, we have engaged Frontier Economics together with Kantar, an independent research company, to engage with our customers and community to identify what’s important to you, how well we are performing and where we can do better.

    Participation is voluntary and your responses will be private and confidential. Any information you give us in the survey will be combined with other responses for analysis. Results will not be reported at an individual or household level. they survey takes around 15 minutes.

    We are using a range of activities to give customers, consumers and the community the opportunity to have a say. The information from this survey will help us to make improvements in the short term, as well as providing a basis for future engagement activities and technical studies to help with medium to long term planning.

  • Thank you to those who registered to be involved

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    28 Apr 2020

    Thank you to the more than 60 people who registered their interest in taking part in the online forums. This is a great result! Our team have randomly selected 20 people to be involved in this stage of the project, joining the 30 people recruited from across our region.

    Over the coming months, there will be more opportunities for our customers and community to take a role in helping us to understand your needs and expectations of us. We look forward to learning from these discussions.

  • We need your help!

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    28 Apr 2020

    Help us better understand what our customers and community need and expect from us.

    Over the next few months, we will be undertaking a range of surveys and in-depth interviews with our customers and community to better understand what they need and expect from us in delivering water and wastewater services.

    The first phase involves an online forum that will be run over three consecutive days from this Wednesday 29 April.

    We have room for a few more. Are you keen to take part? It only takes 30 minutes a day and each participant will receive a $120 voucher for their time. Register your interest by 3pm today!

    Kind regards,

    Your Voice Hunter Water