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News Centre > Thursday 24 January 2019

Guernsey Water utilises focus groups to revise its Customer Charter and Service Standards

Service Standards

Guernsey Water has recently revised its Customer Charter and Service Standards with the help of both customer and staff focus groups.

The focus groups, the first held by the utility, provided representative opinion on the level of service and care Guernsey Water is expected to uphold.

Phil Marquis, Customer Service Manager at Guernsey Water said: "These focus groups provided us with a valuable insight into how islanders believe we should act as a utility. The groups offered us relevant, worthwhile observations and suggestions, helping us to ensure our documents are appropriate for use moving forward".

The Charter, which includes how customers can expect to be treated by staff as well as how customers can assist staff with their enquiry, together with the Service Standards, lay out the utility's goals in five key areas, which are available on Guernsey Water's website, or on request by calling the utility on (01481) 239500.

Mr Marquis said: "We are always seeking to improve the service we provide. Listening and taking into account customer opinion through consultation is one way we are looking to make improvements in the future.

"We would like to take this opportunity to encourage anyone interested in taking part in future events, such as focus groups or surveys, to contact us by email or telephone."

View our Charter & Service Standards

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