Guernsey Water focuses on customer feedback

Tuesday 12 June 2018

Guernsey Water recently held a focus group to discuss its Customer Promise and Service Standards, which was the first in a series of sessions that the utility has said it will be conducting over the coming months.

The emphasis of the first session was to engage with customers, to discuss the current content of the documents and to suggest areas of change in order to amend Guernsey Water’s current commitment to customer care and service standards.

Phil Marquis, Guernsey Water’s Income and Liaison Manager said: “We constantly strive to improve our customers’ experience so it makes perfect sense to engage and work together to get a better insight into the service we’re providing and find out what we can do to improve that experience in order to meet expectations.”

The event was attended by two representatives from Guernsey Water, an independent moderator and seven Guernsey Water customers.  The following day a staff focus group met to discuss the same topic. This was attended by six members of staff from different departments in Guernsey Water.

Mr Marquis said: “Our Customer Promise and Service Standards are something we take very seriously and we look forward to using this feedback to develop a better service and a closer relationship with our customers.”

Guernsey Water plans to hold focus groups on a regular basis. Anyone wishing to take part or seeking more information can contact the customer liaison team on 239500, by emailing customer.service@water.gg or by clicking on the ‘Have Your Say’ button at water.gg  

Pictured: The focus group in session