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East Gippsland Water launches new Voice of Customer program to enhance service through feedback

East Gippsland Water has launched a new Voice of Customer program, inviting feedback via SMS surveys to guide service improvements, with participants eligible for monthly $50 water bill credits.

By news@gippsland - 22nd September 2025 - Back to News

East Gippsland Water is strengthening its commitment to customer experience (CX) with a new Voice of Customer (VoC) program that ensures that feedback from recent interactions directly informs service improvements.

East Gippsland Water, with CSBA, is launching a secure SMS survey to gather customer feedback on service expectations and experiences

Customer feedback initiative

General Manager Customer, Community and Communications, David Radford, said the initiative reflects the organisation's long-standing commitment to listening and acting on customer feedback. "We've always valued what our customers have to say and this new approach strengthens that commitment. It's about hearing directly from people who've interacted with us whether by phone, in person at our offices or Customer Connect days, or through our field staff. We'll use those insights to improve how we deliver services," Mr Radford said.

The VoC program is being delivered in partnership with CSBA, an independent Australian research company. Customers who've contacted East Gippsland Water with a query or fault request will receive an SMS with a secure link to an invitation-only survey. The survey is short, targeted, and designed to understand whether services are meeting expectations.

Customer survey rewards

As a thank you, participants can enter a monthly draw to win a $50 credit on their next water bill. Winners are selected at random and survey responses do not influence the outcome. "Customer feedback helps us understand how we're performing and where we can do better," Mr Radford said. "We'll run the survey for 12 months to establish a baseline, undertake heatmapping and track the impact of any changes we make."

The first survey invitations were sent to customers in the week beginning Monday, 15 September to customers who contacted East Gippsland Water in August. "If you receive an SMS invite, we encourage you to take a few minutes to share your thoughts. It's a legitimate survey, not a scam, and you can opt out at any time," Mr Radford added. More information is available on the Customer Experience Surveys page.

Pictures from East Gippsland Water Facebook page.

Source: http://gippsland.com/

Published by: news@gippsland.com