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Insights

Customer surveys in utilities

Tingwall is not a market research agency, however, our experience in providing surveys for the customers of water corporations is unparalleled. We do this for regulators, peak bodies, and the corporations themselves.

A good example is our long-standing relationship with what was originally called the Gippsland MOU Group. There are four water corporations serving the towns of Gippsland in Victoria.

  1. Westernport Water
  2. South Gippsland Water
  3. East Gippsland Water
  4. Gippsland Water

By collaborating, the corporations save money on procurement, streamline project management, and share insights for the benefit of all.

Tingwall has been running the annual survey for these four corporations since 2014. The project has been so successful that, over time, Central Highlands Water, Coliban Water, and Goulburn Valley Water have joined the consortium, which we now refer to as the Water Alliance.

Strong stewardship and advice regarding best practice fieldwork methodologies, the psychometric properties of the questions used, and tight collaboration with the Alliance’s nominated project manager mean that this project has been completed on time with adequate sample sizes every year since 2014. Each year, Tingwall can point to extra value that it has added to the consortium through greater efficiencies, improved insight, and more effective coordination.

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