Annual Report 2011 - Watercare

Watercare Services Limited
2011 ANNUAL REPORT
Watercare aims to provide outstanding and affordable services for all Aucklanders and our
contact centre is the first place many people call when they are seeking information about our
services or want to query a bill or report a problem. Our free-calling number is answered 24/7
and we carefully measure and manage the service we offer. Our customer centre team answers
up to 2,000 phone calls, emails and letters per day and we have seen significant improvement in
performance since the retail service began on 1 November 2010. Further initiatives are planned to
maintain this positive trend. Watercare benchmarks the size of its bills against average household
incomes, because ensuring our prices are affordable is a key factor in satisfying our customers.
Customer Advisor Jayme
Letoa responds to a
customer enquiry. The
customer centre receives
around 38,000 customer
calls per month.
Above: Watercare staff
and family members hand
out water to participants
of Round the Bays in
March 2011.
Overall score for
the focus area
92%
100
90
80
70
60
50
40
30
20
10
See page 3
PAGE 37
Customer satisfaction
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