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What we know about our customers

Published byCleopatra Gregory Modified over 6 years ago

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Presentation on theme: "What we know about our customers"— Presentation transcript:

1 What we know about our customers
9 June 2016

2 Journey Market research Annual satisfaction survey What we know
(300 customers) (300 residential & 200 business customers) Community Consultative Forum Think Tank Journey Milestones Pricing Regulation Market Research Willingness to pay What we know

3 Strategic Projects and Technology Group
Do Icon Water’s values align with our customers? Yes What are the most important aspects of our services? 1. Reliability of supply 2. Quality of drinking water 3. Price Summary Milestones Pricing Regulation Market Research Willingness to pay What we know

4 Overall Satisfaction: 93% Overall Satisfaction: 82%
Question: considering everything, how satisfied are you with Icon Water’s service? Market Research September 2015 Overall Satisfaction: 82% Market Research April 2016 Neither satisfied nor unsatisfied 5% September 2015 16% April 2016 Overall satisfaction has dropped by 11%, largely attributable to an increase in the number of people who are neutral on the question. Results Milestones Pricing Regulation Market Research Willingness to pay What we know

5 Market Research September 2015
Question: how would you rate your water and sewerage provider’s performance in the following areas? Market Research April 2016 Question: how well do you think Icon Water is performing in the following areas? Market Research September 2015 Customer Service: Accuracy and timeliness of billing: Price of water and sewerage services: Reliability of water supply: 78% April 2016 September 2015 55% 74% 85% 30% 38% 92% 97% Dissatisfaction 3% Sept 2015 3% April 2016 1% Sept 2015 5% April 2016 20% Sept 2015 19% April 2016 1% April 2016 Results Milestones Pricing Regulation Market Research Willingness to pay Overall, customer perceptions of our performance has remained stable. What we know

6 Market Research September 2015
Acceptability: 80% Question: there is an acceptably low incidence of maintenance problems, such as burst pipes? Market Research April 2016 Neither satisfied nor unsatisfied 44% September 2015 6% April 2016 Acceptability: 52% Question: there is an acceptably low incidence of maintenance problems, such as burst pipes? Market Research September 2015 Overall customer acceptance of maintenance problems has increased by 28%, attributable to a significant reduction in the number of people who are neutral on the question. Results Milestones Pricing Regulation Market Research Willingness to pay What we know

7 Unprompted brand recall: 27% Prompted brand recall: 42%
Market Research April 2016 Unprompted brand recall: 27% Question: what is the name of your water and sewerage provider? ActewAGL 0.0% ACTEW 45.9% Icon Water 27.2% Other 2.1% Unsure 24.8% Prompted brand recall: 42% Question: your water and sewerage provider recently changed its name, can you recall the new name? ActewAGL 0.0% ACTEW 55.6% Icon Water 42.4% Other 2.0% Unsure Results Milestones Pricing Regulation Market Research Willingness to pay We have made a solid start on brand recall, just 12 months after the launch of the Icon Water brand. What we know

8 Customer Research August 2014
Communication preferences Website: 15% Question: If available, which of these social media and communication platforms would you use to interact with your water and sewerage provider? Market Research April 2016 33% Twitter: 0.5% Facebook: 3% YouTube: 0.5% Unsure: 48% (prompted) Self service: 20% Question: what is your preferred method of contacting ACTEW Water? Customer Research August 2014 35% Social media: 1% Telephone: 38% In person: 6% (unprompted) Results Milestones Pricing Regulation Market Research Willingness to pay Customer preference to communicate via social media remains low. What we know

9 Unprompted – what are the five most important aspects of Icon Water’s services to you?
Reliability Quality of drinking water Pricing Customer interface Environmental sustainability Results Milestones Pricing Regulation Market Research Willingness to pay What we know

10 Keeping in mind your top five, to what extent is Icon Water meeting your expectations in the delivery of these services? Results Milestones Pricing Regulation Market Research Willingness to pay What we know

11 Prompted – if you had 10 ‘tokens’ to spend, how would you spend them across the following areas:
community engagement improved communications with customers invest in technologies environmental sustainability network maintenance and servicing. Results Milestones Pricing Regulation Market Research Willingness to pay What we know

12 Understanding how much customers want us to spend on reducing the risk of:
Results have been used for: Cost-benefit analysis of water security options, including Enlarged Cotter Dam Cost-benefit analysis of the preventative sewer maintenance program Operating rules for which water sources to use under various conditions Surveys Market Research Willingness to pay Pricing Regulation Milestones What we know

13 Water tariff structure
Milestones Pricing Regulation Market Research Willingness to pay What we know

14 Weighted towards usage charges
Milestones Pricing Regulation Market Research Willingness to pay What we know

15 Water price comparison
Milestones Pricing Regulation Market Research Willingness to pay What we know

16 Sewerage price comparison
Milestones Pricing Regulation Market Research Willingness to pay What we know

17 Process What we know Milestones Pricing Regulation Market Research
Willingness to pay What we know

18 Important dates What we know Milestones Pricing Regulation
Market Research Willingness to pay What we know

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