Customer Research and Engagement

Customer Research and Engagement

Customer Engagement for our Business Planning

Every four years, we submit a regulatory business proposal to our economic regulator, the Essential Services Commission of South Australia (ESCOSA). Our regulatory business proposal outlines how we will operate and deliver services to our customers. ESCOSA uses this proposal to determine the maximum allowable amount of revenue we can collect from customer bills.

We are committed to putting our customers at the heart of everything we do. We are in the process of preparing our next submission for the period 2020-24, (Regulatory Business Proposal 2020) and are engaging with our customers and stakeholders as part of this process. Everyone can help shape the future direction of how we deliver water services and to tell us what levels of service are most important for us to provide.

Planning for our customer & stakeholder engagement activities are underway. More information will be provided soon.

Customer Research

To ensure our services meet your needs, we contact our customers to measure their satisfaction with the service we provide. We also ask questions about how the community perceive us, and your opinions of how we are performing as an organisation. We do this on an ongoing basis to keep track of our performance and measure the impact of the changes we make to the way we work. We mostly measure customer satisfaction and perception through phone and online surveys. We also engage our customers through focus groups and one-on-one interviews. This research is often undertaken by an external market research company, however we may also contact you ourselves.

We undertake the following research on an ongoing basis:

Customer satisfaction with your service experience

The Customer Experience Report for Q4 FY 16-17 is now available.

We check-in with customers who have recently contacted us with a general enquiry, to report a fault or apply for a new connection. We do this to find out where we are delivering a great customer experience and where we need to improve. Customers are contacted via phone by our research partner, Newfocus.

From the 1st of July 2016, our Customer Satisfaction research has changed and become our Customer Experience research. We now only ask questions that are relevant to the recent experience a customer has had.  

The data for our Customer Experience research is still collected by our market research supplier Newfocus Market Research, and provided to SA Water. The quarterly reports on the Customer Experience research are created by SA Water, with a data validation on the report undertaken by Newfocus Market Research.

You can access our customer satisfaction research reports below:

Customer perceptions of SA Water

In August 2016, we started an ongoing market research project to understand community attitudes toward SA Water. This research  is undertaken by our research partner, Newfocus. It involves a telephone survey with residents and businesses in South Australia. The feedback we gather allows us to understand what’s important to you and how you think we are performing. We will use this information to evaluate the work we do and to inform our strategic planning.

We also use online surveys to evaluate the performance of digital services, including our website, digital forms and the service we provide via email contact.
All the market research we undertake is completely voluntary and you are not obliged to participate. We respect your privacy and your responses will not be linked to your personal details. Our market research is undertaken according to the guidelines set out by the Australian Market and Social Research Society.

If you have any queries about SA Water's customer research projects you can contact us via yoursay@sawater.com.au or by calling the Customer Service Centre on 1300 650 950.

Customer Advisory Groups

The SA Water Customer Advisory Groups were established in 2012 to increase interaction between SA Water and representative customer groups. The groups provide SA Water with a mechanism to:

  • Obtain customers' views about its services, initiatives and policies
  • Seek guidance on appropriate ways to communicate with customers
  • Ensure it understands and can test assumptions and expectations, and
  • Deliver information back to the community.

The Customer Advisory Groups are consultation and advisory bodies, charged with ensuring that business and residential customer opinions are represented in the SA Water decision making process.  The work of these groups provides important customer feedback to SA Water.

Representatives from the following organisations make up the Customer Advisory Groups:

Residential Customer Advisory Group
  • Consumers SA
  • Council of the Aging SA (COTA SA)
  • Multicultural Communities Council of SA
  • Regional Communities
  • SA Federation of Residents & Ratepayers Association Inc
  • South Australia Council of Social Service (SACOSS)
Business Customer Advisory Group
  • Australian Industry Group
  • Business SA
  • Property Council of Australia (SA)
  • Primary Producers
  • Urban Development Institute of Australia
Want to know how more about our performance?

We are committed to providing every customer with a great experience. That’s why we continually monitor and benchmark our performance. This enables us to drive ongoing improvements in how we service you.


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