Monthly pulse survey
We survey 50 customers every month who have had a recent interaction with North East Water related to work requests. These work requests include faults, leaks and interruptions.
Each survey takes around 5 minutes to complete and is conducted via phone by a nationally accredited customer research company.
The company provides the results to North East Water on a monthly basis.
Six monthly in-depth evaluation
This evaluation is made up of three types of surveys targeting residential and commercial customers as well as major customers. It is completed by a nationally accredited customer research company.
Every six months, surveys are conducted on:
- 230 customers who have recently interacted with us on service related issues. It is an eight minute survey via telephone
- 450 randomly chosen residents and commercial customers in towns serviced by North East Water. This is done using a mix of online and telephone surveys with each survey taking around 10 minutes to complete.
- major customers who are made up of industry, developers and stakeholders. Each segment is surveyed on rotation.
The data from these surveys is collated and the results provided to North East Water on a six monthly basis.
How we use the data
We use the data collated from these surveys to inform our six-monthly and yearly report cards.
The six-monthly report card shows our performance against outcomes established from the feedback our customers gave us during the development of our eight-year business plan.
The yearly report card is a full analysis of the results from the previous year. It will show data, analysis, insights and recommendations.