To the National Water and Sewerage Corporation (NWSC), customer satisfaction shouldn’t be simply one department’s concern because it shapes the rhythm of the entire organization. Every pipe fixed, every water bill explained, every follow-up call made reflects an understanding that NWSC exists because people rely on its service. Simply put, without customers, there would be no demand, no urgency, no purpose.
The logic is straightforward, if people stopped using water, there would be no need to produce or distribute it. That’s why NWSC doesn’t just deliver a utility, it builds and maintains a relationship with the understanding that customer trust is not a byproduct of efficiency but rather the result of consistent, deliberate effort.
This trust deepens every time a customer raises a concern and gets more than a scripted reply. Whether it is a burst pipe, a delayed connection, or a billing error, NWSC teams are expected to respond promptly, and more importantly, with empathy. When a customers feel seen and taken seriously, they stay connected, and even become advocates.
That feedback, positive or otherwise, has grown into an important internal tool. It guides decisions, shapes priorities, and influences the way services are planned and delivered. Which is why, NWSC has created space for customers to speak up, through hotlines, social media, walk-in centres, and actively listens when they do.
Inside the corporation, this “customer-first” mindset is a real source of motivation. Staff members often say they find genuine satisfaction in solving everyday problems like restoring water in a neighbourhood, resolving a complaint, or simply offering clarity to a frustrated caller. When a customer’s relief is immediate, the impact of the work becomes tangible.
This is also why staff are regularly trained, in both technical skills and customer care services. Emerging trends in customer behaviour, common service gaps, and new technologies are discussed in training rooms long before they become crises on the ground, because the corporation believes that being prepared is part of being customer-ready.
NWSC also believes that happy customers don’t keep quiet, they share their experience. And in the communities it serves, referrals matter. Word-of-mouth carries weight, sometimes more than billboards or radio jingles ever could. Delighted customers attract new ones, who grow the business in turn.
The principle that the customer is the reason the corporation exists is indeed a corporate value, but that isn’t enough for Afroca’s leading water utility which sees it as the foundation of how it operates day to day. From headquarters to remote field teams, the rhythm remains the same thus, listen, respond, improve.
And in staying close to the people it serves, NWSC is improving service delivery as well as keeping its promise, one customer at a time.
