At Goulburn-Murray Water we believe that our customers deserve the best possible standards of service and we are committed to developing strong relationships with all of our customers.
Our customer charter outlines our commitment to quality customer care and sets our the goals for our service standards.
The links in this section of our website provide access to fees and charges, forms downloads, service information, frequently asked questions, and the WaterLINE trading system.
Please don't hesitate to contact us if you have further questions about working with G-MW.
2011 Customer Satisfaction Survey
Each year, G-MW commissions an independent research agency to undertake a survey of customers to determined their satisfaction with G-WW's delivery of a range of services. In 2010 & 11 the structure of the survey changed to capture feedback on specific aspects of G-MW's communication and consultation processes. The survey format also changed to a telephone interview to improve the pool and to ensure there were sufficient responses from each survey group to enable statistically relevant results.
Publication of results
In previous years the high level survey findings were published in G-MW's Annual Report and the full survey was provided to Water Services Committees. Following feedback from G-MW Water Services Committees during 2010 G-MW has taken the additional step this year of publicly release the findings.
| |
2008 |
2009 |
2010 |
2011 |
| Sample |
492 |
415 |
502 |
500 |
| Format |
Mail |
Mail |
Telephone |
Telephone |
| Timing |
Aug/Sept |
June/July |
June |
June |
| Start to finish |
5 weeks |
5 weeks |
2 weeks |
10 Days |
| Response scale |
5 point |
5 point |
10 point |
10 Point |
| Overall satisfaction |
3.7 |
3.8 |
3.7* (out of 5) |
3.3* (out of 5) |
* 2010 & 11 results were recorded against a 10 point scale, this was calibrated back to a 5 point scale to allow comparison with previous survey reports.
Survey sample
The survey sample provides statistically relevant results for each Irrigation Area. The results for other services such as groundwater, diversions and pumped districts are combined and each of these survey pools is insufficient to provide relevant results at the individual system or district level.
How does G-MW use the results?
The Survey results are provided to all G-MW staff and WSCs to consider in their planning. The results provide a basis for identifying possible service improvements and also a signal for areas that may warrant more targeted investigation or research.
Download a copy of the of the 2011 Customer Satisfaction Survey results