This research involved a cross-section of the community including property owners and tenants. The reputation survey focused on key business metrics of community satisfaction with water supply as well as value for money, ways of interacting with the Corporation, its standing in the community, pricing and Corporation staff.
Metrics generated from the survey included two sustainability KPIs. Results were tracked over time, and key predictors of the community’s rating of the Corporation’s performance were identified using regression analysis.
The first annual community study was complemented with an identical study of the Corporation’s staff views of the organisation on the premise that staff attitudes predict customer attitudes. The staff study produced insights which changed a number of internal work procedures when dealing with the public.