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Customer outcomes

We have worked with customers to identify five key customer outcomes to ensure we deliver value as we provide our services and plan for the future.

They are:

  1. Fair and affordable charges
  2. Reliable, safe services
  3. Innovative approaches to addressing customer needs
  4. Care of the environment
  5. Sustainable contribution to the community and liveability

During the development of our Price Submission for 2018-2020, we established measures for each of these customer outcomes. You can read more about this in the Customer Outcomes booklet906KB.

You can view our performance for the 2018/19 year against each measure below. 

Outcome 1 - Fair and affordable charges

  Target Result (2018/19)
Tariff structure review with customers completed by late 2019 On track On track
Customer satisfaction that the price of water services represents value for money (average survey score out of 10) 6.2 6.41
Customer hardship program participants who have cleared outstanding debt 20% 17.6%2

1. This result measured through our annual customer satisfaction survey. In 2019, close to 1900 customers undertook this online survey.

2. Western Water achieved slightly less than target in cleared hardship customer participants due to a temporary extension in their retention period to ensure those customers could manage their debt beyond the program.

Outcome 2 - Reliable, safe services to existing and new customers

  Target Result (2018/19)
Planned water supply interruptions during peak hours or longer than notified (number of affected customers) 0 14
Water quality complaints (per 1000 customers) <4 2.01
Average response time to priority 1 water incidents (minutes) 25 23.2
Average response time to sewer spills (minutes) 30 27
Average planned water supply interruption per customers 0.10 0.04
Average duration of planned water supply interruptions (minutes) 240 155
Customers experiencing more than 3 sewer service interruptions 0 0
Number of Safe Drinking Water Act non-compliances (water sampling and audit) - 1

Outcome 3 - Innovative approaches to addressing customer needs

  Target Result (2018/19)
Emergency calls answered within 30 seconds (after customer has selected emergency fault option)  100% 95%3
Customers on ebilling 15% 17.8%
SMS communication solution report prepared prior to 2020 price submission On track On track
Digital metering cost-benefit report prepared prior to 2020 price submission On track On track
Online services and information solution report prepared prior to 2020 price submission On track On track

3. The review and subsequent extension of operating hours of Western Water's Operations Centre is expected to address the current numbers of emergency calls being transferred to an external provider resulting in call answering delays.

Outcome 4 - Care of the environment

  Target Result (2018/19)
Net greenhouse gas emissions (tonnes CO2e) 35,638 37,7984
Customer satisfaction with the way that Western Water cares for the environment (average survey score out of 10) 7.8 7.65

4. Western Water is on track to achieving the net emissions reduction target by 2024/25 despite actual greenhouse gas emissions being slightly behind the internal target for 2018/19.

5. This result is measured through our annual customer satisfaction survey. In 2019, close to 1900 customers undertook this online survey.

Outcome 5 - Sustainable contribution to the community and regional liveability

  Target Result (2018/19)
Preschools and primary schools in its region receiving education presentations by Western Water 80% 93%
Engage with over 1000 customers via Water Matters website, email, social media and face to face events Met Met
Customers agree that Western Water is a valuable member of the community (% survey respondents selecting a rating of 4 or 5 out of 5) 70% 67%5

5. This result is measure through our annual customer satisfaction survey. In 2019, close to 1900 customers undertook this online survey. This was the first time the survey had been conducted online and the change in method appears to have produced lower scores across virtually all measures. In 2020, we will test the online method against the traditional phone method to verify that the change in results is driven by methodology rather than a change in actual customer perceptions. 

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