Knowing the score: positive customer feedback in WA
- by Emma Timbrell
- February 24, 2022
Like many water authorities across Australia, Water Corporation is increasingly positioning itself as a customer service business in addition to its traditional profile as an engineering business.
With that in mind, our WA team was delighted to receive some positive customer feedback from our customer in relation to the Forrester Road Drainage Pump Station Upgrade that they completed last year.
The project was in Rockingham, within the seat of WA Premier Mark McGowan. Sensitivities were higher than usual from day one – especially with a state election on the horizon! In addition, there were concerns about a potential environmental breach during high rainfall events (the pump station outfall is at a local beach about 1km away), and residents viewed the area surrounding the drainage basin as their local ‘lake’ or ‘wildlife sanctuary’.
These factors combined to create a wide array of expectations from locals and stakeholders for Water Corporation to manage. Our team in WA played a key role in assisting their customer with this challenge.
Following an ‘End of Works’ survey, seven in ten community members were extremely satisfied with the way the project was handled, and we scored best in the areas we had the most control over. It’s fair to assume that the 64 residences that did not respond must have been happy as well.
Comments from the survey included:
- “Street wasn’t too busy because of the work. Looked organised”
- “Workers were friendly and work wasn’t too loud”
- “Work was tucked away and no real inconvenience to me”
- “Did not disturb us and very polite, listened when I told them about the 1 metre 30cm dugite I saw down the drain.”
Great work by Steve Faulkner and WA team for their commitment to their community and Solving Customer Problems!
Contributors: Steve Paradiss