Quarterly Online Customer Satisfaction Survey

QUESTION 1 - GENERAL LEVEL OF SATISFACTION

Please quantify your general level of satisfaction to the services provided by the CWA.
Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Hours Of Supply
Quality Of Water
Contact With
Customers
Counter Services
Telephone Call
Services
Billing Services
Meter Reading
Services
Maintenance
Services
On-Site Services
Work Methods
Response Time
Services
Reduction Of
Non-Revenue
Water
Reduction In
Illegal Tapping
Communication
Services
Water Tariffs
Financial
Performance
QUESTION 2 - HOURS OF WATER SUPPLY
A.

Are you satisfied with your hours of water supply?

Completely
Satisfied

MAY 2007

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Quarterly Online Customer Satisfaction Survey

B.

What are your hours of water supply during the winter season (March to October)?
24HR

C.

10-15HR

6-10HR

<6HR

18-24HR

15-18HR

10-15HR

6-10HR

<6HR

Are you satisfied with the way or means you are notified of water interruption?

Completely
Satisfied

E.

15-18HR

What are your hours of water supply during the dry season (November to February)?
24HR

D.

18-24HR

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

How can we improve your level of satisfaction?

QUESTION 3 - QUALITY OF WATER

A.

Are you satisfied with our quality of water?

Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Overall

Colour
Odour
Taste
Other (Please
specify)
Other :
B.

How can we improve your level of satisfaction?

MAY 2007

Quarterly Online Customer Satisfaction Survey

QUESTION 4 - COUNTER SERVICES
A.

Are you satisfied by the way you are received at the counters?
Completely
Satisfied

B.

Very
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

What is the waiting time at the counters?

< 1 MIN

C.

Somewhat
Satisfied

1-3 MIN

3-5 MIN

5-10
MIN

10 - 15
MIN

>15MIN

Are you satisfied with our counter services?

Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Overall

Payment of Bills
Registration of
complaints
Request for
information
Application For
Services
New Supply
Reconnection
Disconnection
Transfer Of
Supply
Shifting Of Supply
Meter Testing
Check Bills
Check Meters
Other (Please
Specify)
Other :

MAY 2007

Quarterly Online Customer Satisfaction Survey

D.

How can we improve your level of satisfaction?

QUESTION 5 - TIMELINESS IN SERVICE DELIVERY

A.

How would you rate the CWA timeliness in service delivery?

Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Overall

Broken pipe
Leaks
Excessive bills
Metering
problems
Other (please
specify)
Other :
B.

Have you made :A complaint

An application for service (Please specify) :
For the past:6 months 3 months

1 month

15 days

After how many days the complaint or application has been attended to?
Within 1
1 - 3 days
day

C.

3 - 7 days

7- 15 days

15 - 30
days

30 - 60
days

60 - 90
days

> 90 days

How can we improve your level of satisfaction?

MAY 2007

Quarterly Online Customer Satisfaction Survey

QUESTION 6 - BILLING AND METER READING
A.

Are you satisfied with our billing system/procedures?

Completely
Satisfied

B.

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Very
Dissatisfied

Completely
Dissatisfied

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Somewhat
Dissatisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Are you satisfied with our after sales services?

Completely
Satisfied

E.

Neutral

Are you satisfied with our meter reading system/procedures?

Completely
Satisfied

D.

Somewhat
Satisfied

Are you satisfied with our payment system/facilities?

Completely
Satisfied

C.

Very
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

How can we improve your level of satisfaction?

QUESTION 7 - COMMUNICATION
A.

What are your preferred modes of communication with our services?

Phone

Letter

Email

Call In Person

Other (Please Specify)

Other :

MAY 2007

Quarterly Online Customer Satisfaction Survey

QUESTION 8 - HOT LINE/CALL SERVICES
A.

Are you satisfied with our Hot Line/Call Services?

Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Overall

Welcome address
Agent 's skills
Response time
Feedback
Information
received
Complaints
attended

B.

What can we do to improve our Hot Line/Call Services?

QUESTION 9 - MAIN TELEPHONE SERVICES (601-5000)

A.

Are you satisfied with our main Telephone Line/ Services 601 5000?
Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Overall

Welcome address
Agent 's skills
Response time
Feedback
Information
received
Complaints
attended
B.

What can we do to improve our main telephone line/services?

MAY 2007

Quarterly Online Customer Satisfaction Survey

QUESTION 10 - TELEPHONE SERVICES AT CUSTOMER SERVICE CENTRES
A.

Are you satisfied with the telephone services at our Customer Service Centres?
Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Completely
Satisfied
Port Louis
(212-5065)
Pamplemousses
(243-3685)
Flacq
(413-2493)
Rose Belle
(627-5762)
Souillac
(625-5785)
Mahebourg
(631-9734)
Rose Hill
(454-6779)
Welcome address

Port Louis
(212-5065)
Pamplemousses
(243-3685)
Flacq
(413-2493)
Rose Belle
(627-5762)
Souillac
(625-5785)
Mahebourg
(631-9734)
Rose Hill
(454-6779)
Agent 's skills

Port Louis
(212-5065)
Pamplemousses
(243-3685)
Flacq
(413-2493)
Rose Belle
(627-5762)
Souillac
(625-5785)
Mahebourg
(631-9734)
Rose Hill
(454-6779)

MAY 2007

Quarterly Online Customer Satisfaction Survey

Response time
Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Port Louis
(212-5065)
Pamplemousses
(243-3685)
Flacq
(413-2493)
Rose Belle
(627-5762)
Souillac
(625-5785)
Mahebourg
(631-9734)
Rose Hill
(454-6779)
Feedback

Port Louis
(212-5065)
Pamplemousses
(243-3685)
Flacq
(413-2493)
Rose Belle
(627-5762)
Souillac
(625-5785)
Mahebourg
(631-9734)
Rose Hill
(454-6779)
Information received
Completely
Satisfied
Port Louis
(212-5065)
Pamplemousses
(243-3685)
Flacq
(413-2493)
Rose Belle
(627-5762)
Souillac
(625-5785)
Mahebourg
(631-9734)
Rose Hill
(454-6779)

MAY 2007

Quarterly Online Customer Satisfaction Survey

Complaints attended
Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Port Louis
(212-5065)
Pamplemousses
(243-3685)
Flacq
(413-2493)
Rose Belle
(627-5762)
Souillac
(625-5785)
Mahebourg
(631-9734)
Rose Hill
(454-6779)
B.

What can we do to improve our telephone services at the Customer Service Centres?

QUESTION 11 A.

HELP DESK SERVICES

Are you satisfied with our Help Desk Services?

Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Neutral

Somewhat
Dissatisfied

Very
Dissatisfied

Completely
Dissatisfied

Overall

Welcome address
Agent 's skills
Response time
Feedback
Information
received
Complaints
attended

B.

MAY 2007

What can we do to improve our Help Desk Services?

Quarterly Online Customer Satisfaction Survey

QUESTION 12 - OVERALL EVALUATION
A.

Overall, how would you rank the services provided by the CWA?
Completely
Satisfied

Very
Satisfied

Somewhat
Satisfied

Somewhat
Dissatisfied

Neutral

Very
Dissatisfied

Completely
Dissatisfied

Overall, how would you rank (from 1 to 5) the services provided by the CWA in comparison with
the other services utilities?

B.

C.E.B

C.W.A

M.T

W.M.A

Other

Other (Please
specify)

Any additional comments/Suggestions for Improvement

Please

contact

survey@cwa.intnet.mu

if

you

have

any

questions

regarding

this

customer

survey.

A summary of the result of this quarterly on-line survey will be published on our web site for viewing by the CWA
customers. If a CWA Customer wishes to receive a copy of the detailed result, please fill in the particulars below :
Name:
Water Supply Address:
Account No. (the nine alphanumeric code appearing on the water bill):
Home Phone No. :
Office Phone No. :
Mobile Phone No.:
E-mail Address:

Submit by Email

MAY 2007

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