Taking into account the expectations and needs of domestic customers is always a matter of great importance for Veolia Water. As consumers are the end users, the company is careful to meet their expectations when it comes to service, water quality standards, taste and comfort.
Listening to consumers and customer service
Understanding consumers and meeting their expectations
Anticipating what customers expect, understanding how their needs are changing, designing new services, making their life easier ... Veolia Water takes into account all of these many demands by developing tools to analyse and measure customer satisfaction.
As a result, each year almost 50,000 interviews are conducted throughout the world wherever Veolia Water has operations.
In several European countries market research among water consumers is carried out by external organizations.
They look at various issues such as:
- understanding perceived public opinion on quality and service provision;
- health and environmental concerns;
- consumption habits;
- etc.
Ensuring the best quality service
Veolia Water's business affects the everyday lives of tens of millions of people.
Surveys are regularly conducted to measure customer satisfaction in order to better understand customer expectations and to develop initiatives to make any improvements where necessary.
Consumers have a legitimate right to expect the company to be accessible, responsive and efficient.
Likewise, in order to improve the service and meet the growing demand for information, the subsidiaries of Veolia Water are providing consumers with a range of communication channels and highly effective communication tools.
Welcoming and being of service
Veolia Water takes particular care in developing and improving its local communication strategies.
By looking into how to improve the quality and performance of their customer relations, all of Veolia Water's subsidiaries share the desire to increase the number of communication channels available (from offices which people can physically visit to remote tools) as well as improve the welcome and increase the options available.
Simplifying procedures and being informative
In response to the desire by customers for more simplified processes, Veolia Water's subsidiaries are gradually adopting new procedures.
The aim is to simplify administrative processes:
- requesting to be connected to the water mains or for maintenance work to be carried out;
- making an appointment with an engineer;
- billing and payment;
- moving home;
- registering or de-registering as a customer;
- customer meter readings.
Surveys show that the demand for information is growing among consumers.
Veolia Water has responded to the demands from a majority of its customers by setting up new communication channels and by implementing a greater range of better tailored information tools.
Motivating and training our teams in customer service
In their own way all employees have a role to play in building a sustainable quality relationship with consumers.
Those Veolia Water employees who deal with the public as part of their job are aware of the importance of ensuring customer satisfaction whether they are:
- customer service representatives in local offices;
- customer service center operatives;
- meter readers;
- maintenance engineers;
- or cashiers.
