We are satisfied with the services of Imatra Vede

Imatran Vede's customer satisfaction survey was carried out on 27.3. - between 9.4.2018 April 44 and the survey response rate was 570%. There were a total of XNUMX respondents. The survey was conducted as an online survey for a target group selected from the customer information system of Imatra Vede. Most of the respondents were city dwellers living in detached houses.

The aim of the research was to find out the experiences of the water plant's customers about water quality, the operation and image of the water plant, and to find development ideas to improve operations. 

The obtained results were overall better than the average results of water utilities. The overall rating for Imatra Water was 9,03, when ratings could be given between 4 and 10. Water quality received a rating of 9,2, service 8,72, water distribution and drainage 9,16, i.e. in two out of three areas the results were commendable.

The survey also asked verbally for development ideas related to water supply, drainage and waste water treatment. The needs to renew the water supply network and the high cost of water, as well as the smell of chlorine in the water, came up the most.

We also hoped for open feedback on the operation and could also give roses or twigs. There were more roses than twigs. 

- I can get clean water from the tap and the drain is running!!!!! What's an old person doing here!, wrote one respondent.
- The pricing, especially regarding wastewater, is surprising and I can say that it irritates and sometimes annoys, complained a consumer who was not satisfied with the pricing.

The feedback also asked for examples of the amount of water consumption, for example, how much water do you get per cubic meter? How many washing machines can it wash and what else is it enough for?

- I was most pleased and surprised that there were no complaints about water cuts and broken pipes in the survey. We here at Vede feel that there are constantly, Kari Pietarinen, the water supply manager who will officially start Imatra Vede in May, sums up the survey.

- Based on the survey, we will continue to invest in communication and try to tell our customers positive things as well. In addition, we develop specially targeted communication, e.g. with the help of text messages, continues Kari Pietarinen.

The results of the survey have also been taken into account nationally. Imatran Vede's good results can positively influence the image of water utilities.  

- This is how we hope to get young people even more interested in water supply and influencing the environment in the future, says Osmo Seppälä, CEO of Vesilaitosyhdistys VVY.

According to Samu Pellika, customer service manager of Servitiumin Oy, who conducted the survey, the customer satisfaction survey of Imatra Vede went really well. The people of Imatra were active in answering and the results were really good. The survey also received a lot of good feedback and suggestions for development.

The raffle in connection with the survey has been completed and the winners have been notified personally.

More information: vs. water supply manager Kari Pietarinen, tel. 020 617 4399.

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