CSBA is excited to release the latest results from Voice of Customer (VoC) survey for the Australian Water sector, offering organisations a roadmap to enhance customer experience, reduce costs, and drive smarter decision-making.
Key findings from the research:
- Widespread Adoption: 96% of water organisations run VoC programs, highlighting a strong customer focus.
- Opportunities for Growth: The report identifies key areas for improvement, including real-time responsiveness, advanced analytics, and cultural alignment.
- Actionable Strategies: Practical steps to leverage predictive analytics, integrate customer and operational data, and embed VoC insights for measurable impact.
This research offers a roadmap for water organisations to scale their VoC programs with next-generation tools and strategies, ensuring faster, cost-effective, and actionable insights that align with customer expectations.
What’s next?
CSBA will be providing tailored insights to participating organisations, along with expert guidance on enhancing their VoC programs.
If you haven’t participated but would like to learn more or explore how CSBA can support your VoC journey, feel free to reach out to Sudipta Dutt at Sudipta.dutt@csba.com.au
We’re here to help you unlock the full potential of your CX investments. Engage with this research to uncover new opportunities to elevate your VoC program and drive meaningful impact.
Stay tuned for more insights from CSBA—your trusted partner in customer experience excellence!
