October 5, 2010

Des Moines Water Works Customer Service Survey Results

Des Moines Water Works places much emphasis on delivering not only quality water, but also quality customer service.  Occasionally, I hear a customer exclaim that “Des Moines Water Works doesn’t have to care what customers think because you’re a monopoly—I don’t have a choice where to get my water.”  While it is true customers in the metro area cannot select another public water supplier, I disagree that Des Moines Water Works doesn’t care what customers think.  Quite the contrary.

Every couple years, DMWW formally surveys our customers.  In May, we sent surveys to 3,000 randomly selected residential customers.  This is not a brief questionnaire, and we were thrilled to receive 758 surveys back, for a response rate of 25.3%.   In overall satisfaction, the utility received a rating of 4.49 out of 5, with 5 being Very Satisfied.  When customers were asked to rank service providers, DMWW tied with Des Moines Fire.  To be ranked with the heroes in the Fire Community who save our houses and families upon disaster says a lot about the service DMWW delivers to our customers, and our customers’ satisfaction and appreciation for that service.  In comparison to satisfaction scores in our last survey in 2006, Water Quality and In home Customer Service were the areas most improved.  Interestingly, those were the two areas identified for improvement four years ago.  Think we don’t listen?  Think again.

Our Customer Service Contact Center slid a little in terms of satisfaction, as did the water availability and uninterrupted water service categories. Our commitment to you, our customer, is to take a look at those areas and identify how we can improve them.

As in prior years, our customers told us that water quality and uninterrupted water service  are the two most important services we provide.  Somewhat surprisingly this year, however, was that customers ranked Water Works Parks #3 in importance.  Des Moines Water Works is unique in that we offer more than 1,500 acres of public park land.   You have spoken loud and clear that Water Works Parks are important to you, and as we continue to develop our parks’ identities, we will consider your needs related to this unique aspect of our operations.

If you’re interested in reading the full Voice of the Customer Survey, check it out here.

What do you think of our customer service?  What do we do well, and what should we focus on improving in the future?  It’s your voice.  Make it heard.  We’re listening.

Posted by: Amy Kahler No Comments
Labels: , , , Posted in Customer Service, Customers

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