Measuring Satisfaction

 

Veolia Water has taken steps to be in continuous dialogue with customers in order to assess, as accurately as possible, customer satisfaction and to best meet their needs. As part of this process, customers are regularly asked about what they feel about the quality of the service that they receive; the quality of their dealings with Veolia Water staff; the current price structure or the relevance of the information they are provided with. Each year Veolia Water conducts around 50,000 interviews with domestic consumers throughout the world.

These customer satisfaction surveys enable the company to identify its strong points and also what it needs to build upon as well as to pinpoint exactly what it needs to do to improve its service provision. They are also used to highlight major trends in what those questioned expect and want.

In addition to these regular customer satisfaction surveys, Veolia Water also organizes "focus groups". They bring together panels of people chosen using sociological representative criteria. These "focus groups" provide for an even better understanding of consumers' expectations and for noting their reactions to innovations that Veolia Water are proposing to introduce.

An Advisory Group in the United States (Indianapolis)

Veolia Water Indianapolis (VWI) has set up the Citizen Advisory Group (CAG), a volunteer group comprising 19 customers. It acts as mediator between the company and its customers and consumers with the aim of improving the quality of water services.

Comprising municipal and private customers, the CAG advises VWI on customer communications, customer services, customer satisfaction and water quality.

The Citizen Advisory Group also acts as a sounding board for ideas and clarifications from the VWI management team on its initiatives with regard to customer services. As for customers, the CAG voices, on their behalf, what customers expect and want from the company.