Tap In Research Program

Tap In was a 7 stage customer research program that helped us identify what’s important to our customers and all West Australians.

The research program was conducted by an independent agency, Painted Dog Research.

The research program was run over an 18 month time frame across a wide range of customer segments and is based on a robust research methodology.

Objectives of Tap In customer research program

  1. Gain a comprehensive understanding of what issues customers believe are important.
  2. Prioritise the issues customers believe are most important and which need to be addressed.
  3. Assess the business and financial impact of addressing the most important customer issues.
  4. Understand how customers trade-off potential product or service changes and what they’re prepared to pay for.
  5. Build this understanding into our strategic and business planning processes to ensure that we are a customer lead organisation.

The 7 stages of Tap In in more detail

Stage 1 - Water Corporation engagement (Completed)

Wide scale engagement across Water Corporation including:

  • one on one interviews with the Board of Directors and the Executive team
  • workshops with all Group lead teams
  • workshops with key branches and section lead teams.

Stage 2 - Customer engagement – uncover what’s important to customers (Completed)

  • Metro and regional qualitative focus groups with residential and non-residential customers.
  • A quantitative study to validate and prioritise the findings from the Focus Groups. This research will seek feedback from 1100 metropolitan customers and 400 regional customers.

Stage 3 - Water Corporation engagement - develop solutions (Completed)

  • Painted Dog Research workshops with Water Corporation staff to review the findings from the focus groups and survey and decide which product or service changes it could develop and test with customers to address the priority issues that were raised.

Stage 4 - Customer engagement – workshopping and quantifying what product or service changes are most valued by customers (Completed)

  • Workshops with metro and regional customers to obtain an in-depth understanding of their perceptions of the proposed product or service changes. Water Corporation subject matter experts present the information to customers and answer technical or complex questions about the proposed initiatives.
  • A large scale survey robustly measured what product or service changes are most valued by customers and determine how much customers are willing to pay for such changes.

Stage 5 - Water Corporation engagement – refine solutions (Completed)

  • Painted Dog Research workshops with Water Corporation to refine what product or service changes it wishes to test a final time with customers based on analysis of the information collected from the Stage 4 customer engagement.

Stage 6 - Customer Engagement – a final sense check of proposed product/service changes (Completed)

  • Further research to obtain a final sense check on the proposed product or services changes Water Corporation plans to implement.

Stage 7 - Implementation (Completed)

  • Painted Dog Research workshops with key Water Corporation personnel to introduce the main findings.

Where we are now

Tap In has provided us with a strong understanding of our customers’ most important issues, their preferred solutions and therefore what they expect from Water Corporation. We commit to Tap In becoming an ongoing process where we will continually provide our customers with a mechanism for having a voice into our business and having input into our strategic decisions.

Tap In was a 7 stage customer research program that helped us identify what’s important to our customers and all West Australians.

The research program was conducted by an independent agency, Painted Dog Research.

The research program was run over an 18 month time frame across a wide range of customer segments and is based on a robust research methodology.

Objectives of Tap In customer research program

  1. Gain a comprehensive understanding of what issues customers believe are important.
  2. Prioritise the issues customers believe are most important and which need to be addressed.
  3. Assess the business and financial impact of addressing the most important customer issues.
  4. Understand how customers trade-off potential product or service changes and what they’re prepared to pay for.
  5. Build this understanding into our strategic and business planning processes to ensure that we are a customer lead organisation.

The 7 stages of Tap In in more detail

Stage 1 - Water Corporation engagement (Completed)

Wide scale engagement across Water Corporation including:

  • one on one interviews with the Board of Directors and the Executive team
  • workshops with all Group lead teams
  • workshops with key branches and section lead teams.

Stage 2 - Customer engagement – uncover what’s important to customers (Completed)

  • Metro and regional qualitative focus groups with residential and non-residential customers.
  • A quantitative study to validate and prioritise the findings from the Focus Groups. This research will seek feedback from 1100 metropolitan customers and 400 regional customers.

Stage 3 - Water Corporation engagement - develop solutions (Completed)

  • Painted Dog Research workshops with Water Corporation staff to review the findings from the focus groups and survey and decide which product or service changes it could develop and test with customers to address the priority issues that were raised.

Stage 4 - Customer engagement – workshopping and quantifying what product or service changes are most valued by customers (Completed)

  • Workshops with metro and regional customers to obtain an in-depth understanding of their perceptions of the proposed product or service changes. Water Corporation subject matter experts present the information to customers and answer technical or complex questions about the proposed initiatives.
  • A large scale survey robustly measured what product or service changes are most valued by customers and determine how much customers are willing to pay for such changes.

Stage 5 - Water Corporation engagement – refine solutions (Completed)

  • Painted Dog Research workshops with Water Corporation to refine what product or service changes it wishes to test a final time with customers based on analysis of the information collected from the Stage 4 customer engagement.

Stage 6 - Customer Engagement – a final sense check of proposed product/service changes (Completed)

  • Further research to obtain a final sense check on the proposed product or services changes Water Corporation plans to implement.

Stage 7 - Implementation (Completed)

  • Painted Dog Research workshops with key Water Corporation personnel to introduce the main findings.

Where we are now

Tap In has provided us with a strong understanding of our customers’ most important issues, their preferred solutions and therefore what they expect from Water Corporation. We commit to Tap In becoming an ongoing process where we will continually provide our customers with a mechanism for having a voice into our business and having input into our strategic decisions.

Do you have a question about the Tap In Research Program?  Ask us here.

Q&A

Why don't you ask a question?