We are committed to providing our customers with top-quality service on a day-to-day basis.
Our strong commitments
Veolia Water supplies 100 million people with drinking water. To provide them with an exemplary level of service, we have created a set of customer service commitments we call "More than Water", an excellence process gradually being implemented across our global operations.
Our "More than Water" service commitments embody three values—availability, information and helping when needed—that meet our customers' major expectations. Our 10 "More than Water" commitments cover information, response times to customer requests (new connections, billing, water quality, etc.), emergency technical service, help managing water usage and the promotion of practices to save water in the home.
Listening to our customers to increase their satisfaction
Increasing the satisfaction and considering the needs, expectations and requirements of customers depends first and foremost on an ability to listen. That is why we conduct regular customer satisfaction surveys. Each year we survey nearly 50,000 customers, to find out how they rate our quality of service and learn about their health and environmental concerns, consumption patterns, etc. The results of these surveys inform our action plans and enable us to continuously improve the quality of our services.
A variety of customer reception points, to foster local relationships
Because the telephone is a key means of providing customers with access to service, Veolia Water has made it a priority and opened 26 Customer Service Centers in Europe, Asia, North America and Africa. At Customer Service Centers our customers can obtain information about their bill, sign up for or change a service, find out about water quality and the services we offer and more, without having to leave home. CSCs also allow customers to get in touch with their water operator at any time, in the event of an emergency.
We are also increasing the number and diversifying our customer reception points, to meet the needs of our customers:
- mobile agencies to ensure access to services to customers living in isolated or rural areas.
- payment points at neighborhood merchants, post offices, etc., to make it easier to pay bills close to home.
Innovation in the service of customers
Veolia Water offers customers effective solutions to manage their own water usage. Our remote and constantly updated metering is a good example of innovative technology providing our customers with new services, such as leak alerts and daily water use monitoring on the Web.
Another example of an innovation to serve customers is our development and installation of prepaid, flat-rate automated standpipes in Morocco. The pipes automatically and individually supply drinking water in urban or rural towns and areas that lack individual connections.
A growing demand for information
Our satisfaction surveys show that customers want ever clearer, more detailed information about water service and quality. To meet this need, we are offering them more and increasingly targeted communication resources and tools.
Web sites focused on service and local information
Web sites play an increasingly central role in informing our customers and in all their dealings with Veolia Water.
Our sites strive to find better and better ways to meet our customers' two main requirements, which are:
- access to personalized information about their own area (water price and quality in their district).
- the ability to transact most of their business with their water operator—new connections, service cancellation, bill payment, requests for information—on line.