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Barwon Water’s customer transaction monitor
Customer research in water utilities is not currently standard across the industry. Surveys range from reputation studies, willingness to pay, overall satisfaction and transaction satisfaction monitors. Over the last two years Insync and Barwon Water have partnered to develop and implement a best practice methodology for monitoring satisfaction in every customer transaction. This includes monitoring phone, web, email, mail and face to face interactions. The data are collected by phone, online or via web links and QR codes on paper materials. Results can be viewed in real time in an online portal. Barwon Water has been able to use this data to inform and improve customer service operations.
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