Our Customers

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

Our wish is to provide an uninterrupted and high quality service to our customers. Therefore, we continued to make our best efforts in 2015 to maintain the very good quality of drinking water and to further improve the service reliability. The main focus was on providing information to customers and improving the quality of resolving customer contacts.

Customer Feedback

For the eighth year in a row, an independent market research company TNS EMOR carried out a survey among our customers and end-users (a total of 900 customers and end users were surveyed), which showed that the average satisfaction indicator TRI*M index among our customers in 2015 was 94 points. This is the best result we have had in all times.

The biggest progress has been in the ratings given by the housing associations who had been slightly more critical than the others in previous years. Customers encountered less problems with failures and interruptions, and were more satisfied with the level of being informed about the interruptions. Broadly speaking, preventing problems is the positive change. Reason behind the high satisfaction is the stability and good quality of water and water supply service.

Strong customer relations also rely on the positive shift in the company’s media image in recent years. People are getting more and more interested in the topics that define our activity (service quality, environmental activity, educating children and young people). Media messages have a wider resonance: commercial customers notice more than ever various campaigns of the company and its initiatives in protecting the environment and educating the consumers. Number of people who trust to drink tap water has been increasing, both among private and commercial customers.

In 2016, problem-solving process will continue to be the subject of further improvement. Although the number of customer complaints has dropped year by year, fixing the problems fast and in the manner that meets customers’ expectations is still important.