At Urban Utilities, we value the voice of our customers and are committed to listening to the thoughts and perceptions of the services we provide so that we can continue to improve our delivery.
Seeking feedback through surveys helps us better understand what is really important to our customers. In some instances, we may use market research companies to conduct surveys on our behalf.
Our surveys typically take less than 10 minutes to complete, and we are grateful for the time you spend to share your experiences with us. Thank you!
Our current surveys:
Customer journey surveys (email and telephone)
These surveys are sent to you if you have contacted us recently or paid a bill. The aim of this survey is to find out more about your experience, including how easy it was to interact with us and how we can improve our service to you.
Colmar Brunton or Q&A Research conduct these surveys on our behalf via email and by phone.
Responsive maintenance surveys (telephone)
This survey is undertaken if you have contacted us recently about an issue with our network. Whether it be a water leak on the street or an issue with your meter, we may call you to find out more about how we resolved your issue.
You will be contacted by Colmar Brunton or Q&A Research to ask if you would like to participate in a brief phone survey.
Planned maintenance surveys (telephone)
This survey is undertaken if we have been conducting planned works in your area. The aim of this survey is to understand your experience so that we can minimise any impact and provide sufficient notice to our customers while we maintain and improve our water and sewerage network.
You will be contacted by Kantar or Q&A Research to ask if you would like to take participate in a brief phone survey.
Developer Services surveys (email)
This survey is sent to you by Urban Utilities if you have you recently applied for a water and sewerage connection or requested information about our network.
The aim of this survey is to gather feedback from developers, residents, builders and contractors who have contacted us to apply for connections or permission to build over our assets, so that we can further improve our services.