Sydney Water wins national customer service awards

Sydney Water has won two major customer service awards at the 2024 Australian Services Excellence Awards (ASEA).

Sydney Water has won two major customer service awards at the 2024 Australian Services Excellence Awards (ASEA).

Sydney Water won the Customer Service Project of the Year and Customer Service Organisation of the Year categories. It was recognised for its Customer Charter, its commitment to championing customer service throughout the organisation, and its commitment to putting customers at the centre of everything it does.

Sydney Water Executive General Manager, Customer Experience, Denisha Anbu, said the organisation strongly focuses on decision-making based on listening to what customers value most.

“We are committed to putting customers at the heart of everything we do – from how we make decisions to how we lead projects to our day-to-day interactions across all our channels,” Anbu said. “This has been a whole of organisation commitment, and to see this recognised through these national awards is such a wonderful acknowledgement of the dedication to customers by our entire Sydney Water team.”

The Australian Services Excellence Awards (ASEA) are the country’s premier customer service awards program, attracting hundreds of nominations each year.

The judging criteria is based on the four key perspectives of the International Customer Service Standard: learning and growth perspective, operational perspective, service perspective and financial perspective.

The awards are decided by a committee led by a Customer Service Institute of Australia-nominated Lead Judge and guest judges from CSIA members.

The Customer Service Project of the Year category at the prestigious ASEA awards event recognises specific and distinct projects completed in the past 12 months with a focus on innovative problem-solving and improvement to customer service delivery as a result.

The winning Sydney Water project was its Customer Charter. The Customer Charter’s purpose is to clarify the organisation’s value proposition to its customers.

“Over the past 18 months, we engaged with over 13,000 customers through surveys, customer forums, focus groups, customer workshops and a customer panel through our ‘Our Water, Our Voice’ program to better understand our customer priorities,” Anbu said. “What we heard set the foundation for our Customer Charter, ensuring our customers’ voices were front and centre and that the Charter addressed what they valued most. Our independently chaired Customer and Community Reference Group also helped shape this,” Ms Anbu said.

Sydney Water also took home the Customer Service Organisation of the Year award in the Government category, which acknowledges our commitment to customer service throughout the organisation.

“We have a strong commitment to customer service excellence across the organisation and have worked very hard over the past year to drive improvements across the board,” Anbu said. “I’m so very proud of what we have achieved, and to be recognised on this national stage is an honour,” Ms Anbu said.

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