Almost 84 % of customers drink tap water

IPSOS TAMBOR agency conducted an annual customer satisfaction survey of Veolia Water group in September and October 2010. Enquiries were made through phone calls which produced 6400 completed questionnaires in total.

The survey revealed that our customers are still fully satisfied with the services that we provide and confirmed positive results from surveys conducted in previous years.

High quality of drinking water and professional approach of our employees are the reasons for these very good results. Positive development can be observed in the consumption of tap water - the percentage of consumers who drink tap water is constantly increasing year by year (compared with the results conducted in 2006 it has increased by 18%!)

Moreover, people are spending less on bottled water (some companies are experiencing a decrease in monthly expenses of purchasing bottled water by 800 CZK). The results of the surveys are used primarily to analyze and identify the needs of the customers as they enable us to tailor our services to their specific requirements and help us provide our customers with access to fresh clean water and also to all the information associated with these services.

Our goal for the next year is to improve the efficiency of communication by creating different customer segments through which we will be collecting relevant information and also utilization of communication channels according to each client's requirements. Beginning January 2011 our customers will start receiving a new invoice - clearer and better. Throughout the next year we plan to introduce the option to make payments online by credit card. Another new feature we have in store for our customers is the new reservation system through which they will be able to make an appointment in our customer service centre with the option of resolving any problems they may have.