East Gippsland Water customers are helping to shape future service delivery through a Customer Experience Survey that has now delivered six months of feedback since its launch in October 2025.
The survey, which invites customers to share feedback after contacting the organisation, is designed to better understand how East Gippsland Water’s office and field-based customer service processes are performing in real-world situations.
East Gippsland Water handles a broad range of enquiries, including issues relating to water meters, billing, water pressure, water quality, leaks, supply interruptions, stop taps, fire plugs, ground subsidence, and sewerage concerns such as blockages, overflows, odours and pressure pumps.
Early results from the initiative show strong customer satisfaction, with respondents reporting an average score of 9 out of 10 for ease of contact and 8.9 out of 10 for being kept informed during the resolution process. Overall, 80 per cent of enquiries were resolved at first contact, contributing to an overall satisfaction rating of 8.8 out of 10.
The survey is conducted monthly by an independent Australian research company on behalf of East Gippsland Water. Customers who have recently interacted with the organisation are invited via SMS to
participate in a short questionnaire, and can opt in to a monthly prize draw for a $50 account credit.
Since October 2025, 30 customers across the region have received a $50 water
bill credit after taking part and opting into the draw. Winners are selected at random and published on the East Gippsland
Water website.
East Gippsland Water general manager customer, community and communications David Radford said the survey is providing valuable insight into customer experience.
“This is valuable feedback for us. We will use this six months’ data as a benchmark to measure future performance against. The opinions customers have shared with us will directly inform customer service improvements – both in the office and in the field,”
Mr Radford said.
“The survey reflects our longstanding commitment to listening and acting on customer feedback.”
He encouraged customers to take part if they receive an SMS invitation, noting the survey is legitimate and not a scam, and participants can opt out at any time.
More information, including full competition terms and conditions, is available on the East Gippsland Water website.
