Significant operational improvements providing a solid platform for the next five years
Our focus on improving customer service
Great customer service relies on understanding what our customers need, anticipating problems, resolving complaints quickly and courteously and developing new, innovative services that fit into people’s busy lifestyles. We want our customers to trust us and have confidence in our service.
Over the last five years, we have continued to develop our systems and processes to deliver the experience our customers seek when they need to contact us, including multi-channel contact centre technology. We have placed a strong emphasis on striving for first time resolution of customer enquiries, keeping customers informed of progress until resolution. This has been underpinned by investment in our people in terms of better training and improved systems. We have enhanced our customer feedback process to help us respond to customers’ evolving needs and continuously improve.
The introduction of the service incentive mechanism (SIM) as a measure of customer satisfaction over this regulatory period has provided us with a strong benchmark of water industry comparative performance. SIM results sit alongside our other, ongoing, research on customer expectations and satisfaction.