Annual Report 2011 - Watercare

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Watercare Services Limited 2011 ANNUAL REPORT customer satisfaction 4A. Percentage performance against target: customer satisfaction with contact centre. 10 20 30 40 50 60 70 80 90 100 2011 90% 7/10 New Performance Measure Target Watercare achieved a 90% performance against the customer service target at its contact centre. Customers who contacted the centre to report faults were surveyed by independent researchers and gave the service an average score of 7.2 against a target of 8. 4B. Percentage performance against target: grade of service. 10 20 30 40 50 60 70 80 90 100 2011 87% 7/10 New Performance Measure Target Grade of service is an industry best-practice performance measure, aimed at ensuring calls are answered within 20 seconds. During the eight months from 1 November 2010, the grade of service improved markedly and ended the year just below the target. Overall performance for the year was 87% of the target. 4C. Percentage performance against Statement of Corporate Intent target: ‘closed’ complaints and enquiries. 10 20 30 40 50 60 70 80 90 100 New Performance Measure Target 2011 7/10 90% The SCI target of ‘closed’ complaints and enquiries measures the time taken for an issue to be resolved and feedback given to the customer. A 10-day target is considered industry best practice. By the end of the eight-month period from 1 November 2010, the target was being achieved. 4D. Percentage performance against Statement of Corporate Intent target: household affordability. 10 20 30 40 50 60 70 80 90 100 2011 100% 7/10 New Performance Measure Target Under the SCI, Watercare undertakes to ensure that household water bills do not exceed 1.5% of the average household income in Auckland. For the eight months from 1 November 2010, bills represented 0.9% of average household income, which meant the target was met and the score of 100% achieved. 2011 Overall percentage score: Customer satisfaction Contact: tlangridge@water.co.nz 92% Customer satisfaction PAGE 38 Weblinks Customer satisfaction Fig. 29 Grade of service Fig. 30 Complaint types and response rates Fig. 31 Household affordability Fig. 32 Return to Contents page
Watercare Services Limited 2011 ANNUAL REPORT Watercare at work Customer centre fields 300,000th call Watercare’s customer centre passed a major milestone in June 2011, fielding its 300,000th call since it was established eight months earlier. “We had the basics in place, but could still do more to improve staff knowledge and skills to ensure we are providing services to customers more effectively.” The customer centre was created to manage both inbound and outbound calls plus customer-related correspondence items for around 430,000 households. Setting up the customer centre posed several challenges, not the least of which was educating new customer advisors on the six different charging mechanisms and service level agreements in place in the former local and district council areas – all of which had to be maintained as part of a seamless customer transition to Watercare. In its first two months of operation, the customer centre failed to meet its performance targets as large volumes of calls were received and systems were refined. However, performance has improved continuously since January and the centre is now consistently meeting or exceeding its targets. Chief Services Officer Trish Langridge attributes the improvement to initiatives focused on individual staff performance and policy changes, including the development of templated responses, the introduction of a single water tariff and the development of an online knowledge centre. Trish says that with the integration phase now behind them and performance tracking at consistently high levels, the customer centre is working on initiatives that will help deliver the best possible customer experience. “These improvement opportunities include participation in the development of a new hardship strategy to assist those customers who have difficulty paying for the services they receive from Watercare. This involves the establishment of an independent trust that will offer budgeting advice and assistance to these customers,” Trish says. The customer centre is working on initiatives that will help deliver the best possible customer experience. Customer satisfaction Customer Advisor Margaret Puni in the new customer centre in East Tamaki. PAGE 39 Return to Contents page
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Annual Report 2011 - Watercare

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