Queensland Urban Utilities

The Client

Queensland Urban Utilities (QUU) is one of the largest water distributor-retailers in Australia, supplying drinking water, recycled water and sewerage services to a population of more than 1.5 million in SE Queensland. Each year QUU supply more than 136,000ML of water to residents and businesses, respond to over 24,000 written customer enquiries and answer around 290,000 customer phone calls.

The Challenge

Over the last several years, QUU had made inroads to improving the customer experience however there was significant variation in adoption and impact across different business units. Strativity was engaged to establish a baseline regarding where QUU currently was placed in respect to capability and the approach, and to detail the best path forward for strategy development and implementation.

The Approach

We immersed ourselves in the business to understand the levels of satisfaction and engagement across different segments and journeys and interviewed key leaders to explore perceptions. Quantitative research was deployed to assess performance and consistency. This gave us an evidence-base in which to present back to the business and recommend specific actions that could be taken to drive further experience enhancement and also improve cultural alignment around the customer.

The Results

The recommendations provided were well received across the leadership team and key business units. Agreement on specific actions was achieved and QUU are now well on their way to executing the plan with very positive early signs.

“Just wanted to reach out and let you know what a wonderful experience Cam and Matt have provided through the Moments that Matter work. Their level of capability, knowledge and service is exceptional and one of the best I’ve seen from a consultancy. This has also been reinforced by Kimy and Darren. It’s great to see an organisation that practices what they preach in terms of creating exceptional experiences.”

Tracey Marshall,
Head of Customer & Community Experience