Our customers

We provide water supply and sewerage services to more than 22,000 contractual customers and 435,000 end users in Tallinn and its surrounding areas.

Company’s customer classification 2014

Our wish is to provide an uninterrupted and high quality service to our customers. Therefore, we continued to make our best efforts in 2014 to maintain the very good quality of drinking water and to further improve the service reliability. The main focus was on enhancing customer awareness and quality of resolving customer contacts in order to reduce the customers’ need for repeated contacts.

Customer satisfaction survey results indicate that feedback on our services continues to be very positive. However, continuous reinforcement of the emotional side of our customer relations is still a challenge to us. Regardless of the excellent results (in comparison with customer satisfaction in the European utility and production sector) we will try to maintain the high level achieved and continue to improve customer service also in 2015.

Customer feedback

For the seventh year in a row, an independent market research company TNS Emor carried out a survey among our customers and end users in order to analyse their satisfaction with services provided by the Company. A total of 900 customers and end users were surveyed to map the changes in the strength of our customer relations and in the factors influencing it as well as to receive feedback on our activities.

Satisfaction was measured on the basis of the TRI*M (Measuring, Managing and Monitoring) method developed by the research company to characterize the strength of customer relationships and to allow comparison with other companies. This model focuses on three elements:

  • TRI*M index, which measures the strength of customer relationships and comprises further four elements – general satisfaction, recommendation, repeated use and usefulness/necessity of services or products;
  • TRI*M typology of customer relationships, describing the satisfaction and loyalty of customers;
  • TRI*M grid analysis to highlight the strengths and weaknesses of a company.

The databases of Global TRI*M Centre serve as the source for international comparisons by collecting the results of all customer surveys carried out by various service providers using the TRI*M methodology. The global database contains feedback from almost 9 million customers to their partners.

Survey results show that the average satisfaction indicator among our customers in 2014 is 85 points. Customer satisfaction survey results show constant raising tendency across the years.

Company’s customers and end users satisfaction in 2010-2014.

Compared to other utility companies in Europe, the quality of our Company’s customer relationships can continually be considered to be very good (European index for the utility companies is 55), standing out with considerably higher ratings than average in terms of customer satisfaction.

Satisfaction among company’s customers and end users, in comparison with europe, in 2014.

The year 2014 saw a continuous positive trend in terms of consuming tap water for drinking – within the last five years, the percentage of tap water drinkers has increased from half of end users in all segments to 80-90%. Our campaign "Drink tap water”, which has been carried out for several years now, has definitely played an important role here. It was also the most well noticed media message among all customer segments. The improving trend of tap water drinking is definitely related to the improvement of water quality and taste as well. The survey results also confirm the increased satisfaction with water quality in the assessment given by the end users, over the last year especially in Maardu-Muuga area.

Customer satisfaction with different aspects of services in 2013-2014, on a 5-point rating scale.

Assessment given to the taste, odour and clarity of water have improved compared to the last year, both among commercial and private customers. Also the assessment given to the price/quality ratio has improved.

In 2015, problem-solving will continue to be the place to improve ourselves. Although the number of customer complaints has dropped year by year, first of all due to the preventive actions, fixing the problems in the manner most suitable for the customers is still important. We will also try to share more information about our activity and keep customers better informed about the problem solving process.