Day in day out Veolia Water's teams make every effort to provide their customers with the best possible quality of service.

To this end, the company regularly conducts opinion surveys wherever it operates throughout the world. These surveys are used to find out what consumers want and to have a better understanding of how they feel about the service they receive.

In every country where these surveys are carried out, they show a marked trend among consumers to be more informed about their water services. Veolia Water has both developed and uses a wide variety of communication materials in order to meet these needs. They range from pamphlets mailed out with bills to text messages sent out when an interruption to the water supply occurs for instance.

In order to improve facilities for customers, water board offices are changing. They are undergoing modernization in order to reduce waiting times and to provide a more personalized service. They may also be mobile thanks to specially equipped buses which criss-cross isolated or rural areas. In addition, Veolia Water has opened 24 Call Centers contactable 24/7. Customers can use these call centers to carry out a series of transactions without having to leave the comfort of their own home.

Another innovation is installing remote devices which use radio waves to read water meters. Veolia Water's meter readers can then record how much water has been used by using pocket computers located in their vehicles. These vehicles are equipped with on-board information and communication systems.

In several countries, Veolia Water has shown its resolve to provide a quality service by introducing Customer Service Charters, whereby the company undertakes, for example, to respond within a given timeframe if maintenance work or repairs need to be carried out and to provide a minimum service guarantee to its customers. Customers may receive compensation, should the commitments made in the Charter not be adhered to.