11 10 2019 |Oceania

Customer feedback

You talk, we listen

Thanks for being one of thousands of SUEZ customers who took the time to respond to our customer survey last year. We take your feedback very seriously – it’s what guides us to enhance our service delivery so it’s as easy as possible for you to get the best results for your business.

What did we learn from last year's survey?

Overall satisfaction among our customers is really high.

Getting it right for you means the world to us. Here are a few of the key attributes that you told us we’re right on track with.

Performance*

84%

Customers are satisfied with

Service Reliability

83%

Customers are satisfied with

Invoicing and payment options

82%

Customers are satisfied with

Quality of customer service

Perception*

84%

Customers agree that

SUEZ is safety conscious

81%

Customers agree that

SUEZ is easy to do business with

80%

Customers agree that

SUEZ turns waste into a valuable resource

_{* Based on 1,600 responses from the 2018 customer survey. Proportion of respondents giving us a 4 or 5 out of 5 on a satisfaction scale.}

Turning insights into actions

We have also identified areas where we need to focus on to improve your experience with SUEZ.
Below are the initiatives we are working on based on your feedback.

Customer portal

We’re making it easier to do business with us and to give you more time back in your day by expanding and improving our SUEZ Connect online customer portal to reflect the changes you'd like to see.

Learn more about our current version of our SUEZ Connect customer portal.

Invoices and payment options

We're simplifying our invoices and payment processes by improving response times on our 1300 131 160 account enquiries number and reviewing stop services and credit allocation processes.We're also making our contracts fairer and more transparent.

Get some tips on how to read and understand your invoices.

Customer service

We’re improving our quality of customer service and response times by investing more in training our customer-facing team members, refining our complaints processes and technologies, and enhancing our communications throughout every step of your service experience.

Waste reduction and sustainability

You’ve told us that you’re looking for practical support to reduce your costs and waste. We’re continuing to develop and share a growing library of resources to empower you on your journey, from online videos to sustainability tips and success stories from other customer businesses.

Explore waste reduction ideas and other sustainability tips or discover the incredible results we've helped our customers achieve.

GOT A MINUTE?

Customer feedback is the single most important resource we have when it comes to continuously improving our performance. If we understand where you’re coming from, we’re better able to deliver the service experience and outcomes you’re seeking. But to do that, we need your help!

The survey 2019 is now finished. We'll review all the answers received and will communicate later on the actions we will take and the donation collected.

For each response we will donate $2 to The Nature Conservancy, a global environmental organisation whose mission is to conserve the land and waters on which we live. Together with SUEZ, we support the oyster shell recycling program, which aims to restore the shellfish reefs along the southern coast of Australia.

Keywords

#Net Promoter Score #NPS #Customer feedback #Customer focus #Customer survey #Customer centric