The Eldoret Water and Sanitation Company has attained its highest level of customer satisfaction which now stands at more 81 per cent as the firm moves to improve its services in the region.
The water firm serves Eldoret town and its environs and has in the last one year stepped up efforts to increase the quantity and quality of water supplied to residents.
CEO Peter Biwott initiated a public campaign —Linda Maji Mtaani—which has seen the company work with customers to address theft and wastage of water through leaking and broken pipes across various estates in Eldoret.
Biwott has assured residents of adequate water supply even as the town gears for elevation to city status.
“As a water firm, we have prioritised the provision of adequate and quality water to our customers because we know water is one of the basic commodities to help sustain life,” Biwott said.
The firm has also actively participated in efforts on climate change action including projects on conservation of forests and water sources.
A survey by AMC Group Africa in the region has established that the company’s customer satisfaction rate has increased to 81.5 per cent, rising from 70.5 percent in 2018 and 77.5 in 2021.
The survey also established the overall satisfaction with the performance in services as per its mandate now stands at more than 97.6 per cent.
The main areas where Eldowas has achieved greatly is in improved quality of water and the firm’s notification system for billing to customers.
Some residents led by Benjamin Leting, Abraham Cheruiyot and Celestine Chelagat have lauded performance of the water firm in the period under the leadership of Biwott.
“He has transformed Eldowas from very low level of services to a brand of its own in terms of delivery of its services to residents of Eldoret,” Leting said.
He said the Uasin Gishu county which fully owns Eldowas should extend the tenure of Biwott as head of the water firm because of his good performance.
“We urge our Governor Jonathan Bii to ensure that Eldowas remains stable under Biwott so that residents can continue to enjoy adequate and quality water services,” he said.
Eldowas has also been recognised globally including inclusion as a member of the UN Global Compact network.
Bwiott said such an achievement will not only catapult the company into becoming a recognised global brand but will also connect Eldowas to a range of corporate development programmes offered by the network.
