Last summer, the Suffolk County Water Authority partnered with Probolsky Research to perform transactional surveys with its customers, which have been ongoing ever since. Within 24 hours of their interaction with SCWA personnel in the Contact Center, Field Services, Meter Shop and New Service departments, customers are asked a series of questions pertaining to their satisfaction with the service they received from staff. The results have overwhelmingly positive, with approximately 81.3 percent of the 2,682 customers surveyed so far providing a ‘Very Satisfied’ rating. Outcomes of the surveys are recorded weekly and these high satisfaction ratings have remained consistent throughout the process.
“Part of our mission is to provide the 1.2 million customers of SCWA with excellent customer service, and these results confirm that we are delivering,” said SCWA Chairman Charles Lefkowitz. “We strive to ensure that every interaction a customer has with our personnel is as helpful as possible. These survey results indicate that these efforts have been successful and we are dedicated to maintaining this high satisfaction rate.”
These surveys take only a few minutes of customers’ time after receiving SCWA services. Questions center around SCWA staff’s fulfillments of customers’ needs, how helpful the staff members were throughout the process and how the customers would rate their experience. The SCWA uses this feedback to track trends so that it can provide continuous improvement to its customer assistance.
“We take pride in our ability to provide our customers with everything they could possibly need from a water provider,” said SCWA CEO Jeffrey Szabo. “We do everything we can to ensure that our staff is well-trained and capable of addressing any issue that might arise. These survey results tell us that what we are doing is working and giving us a foundation on which we can build to improve our services even further.”
The Suffolk County Water Authority is an independent public-benefit corporation operating under the authority of the Public Authorities Law of the State of New York. Serving approximately 1.2 million Suffolk County residents, the Authority operates without taxing power on a not-for-profit basis.