CUSTOMER SERVICE EXCELLENCE

Our clients' are committed to customer engagement and the gathering of insight to understand customer priorities. We continually work alongside our clients' to evolve contract delivery so that it aligns with ever-changing expectations. This approach has enabled us to truly understand that the diverse customer and community base we serve has different needs, and that we need to flex the service we provide and do the right thing for all our clients' customers including those whose circumstances make them vulnerable.

More info

CUSTOMER SERVICE EXCELLENCE

Our Head of Customer Service and our National Customer Service Insight Manager oversee our customer service strategy across all our water operational contracts to provide expertise and advice.Working across all aspects of our operational delivery, they set the strategic direction for customer service within the business, providing guidance and support on the water regulatory landscape, communicating the latest customer research and promoting and facilitating best practice.

EVERY CUSTOMER COUNTS

Our award winning Every Customer Counts Way (ECC) customer experience strategy has been recognised as industry-leading at the Institute of Customer Service UK Customer Satisfaction Awards. In 2020 it was crowned winner of the Best Customer Satisfaction Strategy award for being recognised as demonstrating a clear strategic plan that has measurably improved customer satisfaction ratings. 

More info

EVERY CUSTOMER COUNTS

ECC strategy is built on the philosophy that wherever we are and whatever we are doing in water and wastewater delivery, it is designed to keep in step with any future trends in customer experience. ECC is best delivered collaboratively with our clients to ensure it compliments and supports the vision, processes and principles. 

ECC has a set of key principles which underpin and guide the customer experience programme, how it is delivered and developed (these principles have been adapted specifically for our clients and vulnerable customers). These principles demonstrate our commitment to providing the best possible experience for our customers and acknowledge within them the special role that we have in the communities those customers live in. They are built into everything we do – from training our people, to guiding our engagement with different communities, to improving the service support we offer. 

Our commitment to our customers extends to our innovation of new technologies to support in the development and investment in scheduling, asset data capture and productivity reporting. In addition, our use of no-dig technologies and specialist activities in undertaking complex repairs with the minimum of disruption to customers and communities can also be explored through our specialist water engineering teams and associated Group sister companies.

We have a set of protocols and methodologies that are tailored to accommodate a variety of frameworks including: 

  • An EU Skills accredited Brilliant Basics customer training for our support and operational people that provides them with the confidence to always give a brilliant service experience
  • Customer segmentation – we recognise customers have different needs and wants – not just direct customers who are impacted by the work we carry out, but those who come into contact with us as they go about their daily life
  • A unique definition of what vulnerable customer means, to understand how we can best recognise and support them 
  • Tools to support the delivery of customer experience, and tools to respond to situations where jobs may have not gone according to plan
  • Customer journey mapping using our innovative diagnostic toolkit

Customer Service Feedback

QUOTE FROM OUR PEOPLE

"The ECC Brilliant Basics training is fun, interactive and really makes you think outside the box when it comes to customer experience. I now know the role of the regulators, how this impacts our clients and how important our job is when doing the works for our customers. I feel like I am speaking with more confidence to customers and have more of an idea of what the processes are."

More info

Customer Service Feedback

CLIENT TESTIMONIAL

"The Morrison’s Every Customer Counts programme works for Yorkshire Water customers and the organisation in many different ways. With the introduction of CMeX we know that every touch point with customers counts and it’s important to know that we are all on show with our customers 24/7 and every customer counts gives us reassurance that Morrison’s both recognise the importance of every interaction with the customer and have developed a simple but effective training programme so that processes are consistent and prioritise the customer at every step.” Jessica Collinge, Head of Customer Experience Strategy at Yorkshire Water."

CUSTOMER FEEDBACK

"My 93 year old mother asked me to write and compliment the team who recently completed work at her property. She said they were kind and friendly and made sure everything was as it should be before they left."

Latest News

United Utilities and Morrison Water Services’ Garden Restoration

An overgrown plot of land near a Liverpool primary school has become a productive fruit...

Read more.

Morrison Water Services helping South West Water reduce leakage

Morrison Water Services, a part of M Group Services’ Water Division, has secured a new...

Read more.

Helping Leila back into work

This week is National Inclusion Week and at M Group Services, we are committed to...

Read more.

The Women's and REACH Network celebrates its first year.

In celebration of National Inclusion Week 2022, the M Group Services Water Division are holding...

Read more.

Presenting our Scottish annual senior leadership conference

Today we are here at the annual senior leadership conference for the M Group Services...

Read more.

Morrison Water Services will be attending the Drinking Water Quality Conference

Morrison Water Services is attending the Drinking Water Quality Conference on Wednesday 5 October at...

Read more.

We held our biggest apprentice and graduate induction

Our biggest apprentice and graduate induction has concluded here at the Doubletree Hilton, Manchester with...

Read more.

Yorkshire Water and Morrison Water Services achieve first drinking water main spray lining in AMP7

Morrison Water Services, a part of M Group Services’ Water Division, is working in partnership...

Read more.

Raft race success raises £1,450 for Water Aid

Two teams from Morrison Water Services have raised £1,450 for one of our approved charities,...

Read more.

Trainees get a taste of life in a metering dig team

Five trainees on our Morrison Water Services Thames Water contract recently had the opportunity to...

Read more.

The Pipeline Industries Guild has awarded the ‘Utility Pipeline Project Award 2022’ to Morrison Water Services, Die Draw Ltd, Agility Alliance and Thames Water

The Pipeline Industries Guild has awarded the ‘Utility Pipeline Project Award 2022’ to Morrison Water...

Read more.

Congratulations Nicola Grimes

Nicola Grimes, Head of Technical Services at Morrison Water Services, has earned her Master of...

Read more.

Morrison Water Services to help Thames Water tackle pollution, flooding and blockages

Morrison Water Services, a part of M Group Services’ Water Division, has secured a place...

Read more.

Morrison Water Services update roadshows are a hit

This month, Morrison Water Services has hosted five Water Roadshows and they have been a...

Read more.

We cycled 80 miles for Water Aid!

Morrison Water Services were proud sponsors of this year’s Water Cycle challenge, hosted by Yorkshire...

Read more.

Leakage reduces thanks to sprint led by Morrison Water Services at Northumbrian Water Innovation Festival.

A ground-breaking solution to tackling the challenges of water scarcity and demand identified by Morrison...

Read more.

Morrison Water Services is the main sponsor of this year’s Water Cycle challenge hosted by Yorkshire Water.

Morrison Water Services is the main sponsor of this year’s Water Cycle challenge hosted by...

Read more.

Morrison Water Services win health and safety award for using AI to improve on-site safety

Morrison Water Services, a part of M Group Services’ Water Division, has won the Operational...

Read more.

Understanding the difficulties with sight loss

Yorkshire Water and Morrison Water Services (MWS) recently introduced a new course aimed at helping...

Read more.

Morrison Water Services (MWS) and its use of the digital platform FYLD

Morrison Water Services (MWS) and its use of the digital platform FYLD has once again...

Read more.

Our Pilgrimage for Charity

Adam Meacham, Divisional SHEQ Support Manager, Water Division, and Simon Michie, Quality and Environmental Manager...

Read more.

Morrison Water Services deliver STEM lessons

Andy Carter, Business Services Director of M Group Services’ Water Division, recently visited Ickleford Primary...

Read more.

M Group Services excels with outstanding 14 RoSPA wins for its ongoing commitment to health, safety, and wellbeing.

The long-term commitment of M Group Services and its operating businesses to the highest standards...

Read more.

Chris Harris qualifies as a Chartered Engineer

Chris Harris has become a Chartered Engineer (CEng), one of the most recognised international engineering...

Read more.

New Framework Lead named by Morrison Water Services in Scotland

The leading service provider in the water and wastewater sectors, has promoted from within to...

Read more.

Morrison Water Services shortlisted for five Water Industry Association Awards

Morrison Water Services is delighted to have been shortlisted for a number of prestigious Water...

Read more.

Morrison Water Services wins innovation award!

We are delighted to announce that we have won the South East Innovation Award at...

Read more.

Morrison Water Services supporting Yorkshire-based children’s hospice

Morrison Water Services’ Yorkshire team is pleased to announce that it has launched a partnership...

Read more.

Morrison Water Services supporting Martin House Children’s Hospice

Morrison Water Services’ team on its Yorkshire Water contract recently presented a cheque for the...

Read more.

Morrison Water Services’ use of AVUS recognised at NCE TechFest Awards

New Civil Engineer's TechFest Awards are a unique forum to discover innovative ideas from across the...

Read more.

A Science Lesson from Morrison Water Services’ STEM Ambassador

Annette Ley, Quality & Compliance Manager at Morrison Water Services, recently took some time to...

Read more.

MGJV Supporting The Construction Of Wheelchair Friendly Pathways In Local Community Garden.

Alongside their project in Chilmington Green, MGJV have been supporting the construction of important pathways in The Limes...

Read more.

Star of the Month

November’s Star of the Month award goes to Matthew Poole, a Senior Site Manager on...

Read more.

Morrison Water Services’ Anthony Binns has been chosen to be the face of RNLI’s Christmas appeal.

The Royal National Lifeboat Institution (RNLI) is a charity registered in England and Wales that...

Read more.

Morrison Water Services using digital technology to liaise with local communities

The Virtual Community Hub App is a digital platform on which residents can learn about...

Read more.

Breast Cancer Awareness Month - Cath & Jill's stories

BREAST CANCER AWARENESS MONTH October is Breast Cancer Awareness Month and this month people all...

Read more.

Northumbrian Water Appoints Morrison Water Services for Water and Wastewater Capital Delivery Frameworks

Morrison Water Services, a part of M Group Services, has been awarded two long-term framework...

Read more.

Morrison Water Services secures six year MEICA framework with Scottish Water

Morrison Water Services, a part of M Group Services, has been appointed by Scottish Water...

Read more.

Morrison Water Services and one.network Collaborate to Create Innovative Traffic Management Platform

Morrison Water Services, a part of M Group Services, is revolutionising the management of its...

Read more.

Morrison Water Services formed to create enhanced delivery

M Group Services (‘the Group’), a leading provider of services to essential infrastructure markets in...

Read more.

Thames Water Appoints Morrison Water Services for South London and Thames Valley AMP7 Infrastructure Capital Programme

Morrison Water Services has been awarded two major geographic Lots to deliver water and wastewater...

Read more.

Morrison Water Services Extends Relationship with Yorkshire Water Following Clean Water Network Repair & Maintenance Framework Award

  Morrison Water Services, the UK’s largest dedicated utility service provider and part of M Group...

Read more.

Morrison Water Services Trials Ground-Breaking Augmented Reality Excavation Technology with Water Clients

Morrison Water Services (MWS), a part of M Group Services, is partnering with Eurovia UK...

Read more.

Morrison Water Services ex-forces programme wins water industry skills & workforce initiative of the year award

Morrison Water Services has won the Skills & Workforce Initiative of the Year Award at...

Read more.

Agility Alliance Secures Five-Year Contract Extension as Part of Thames Water Infrastructure Alliance

Agility Alliance, an equal share joint venture between Morrison Water Services and J Murphy &...

Read more.

Morrison Water Services Awarded 5-Year Minor Civils Framework Contract by Yorkshire Water

Morrison Water Services, a part of M Group Services, is set to extend its long-term...

Read more.

Work

For Us

At Morrison Water Services, our people are our most important asset. In return for their skills, experience, commitment and loyalty, we create environments which enable our people to flourish and grow as individuals in their chosen fields, as well as a variety of rewards and benefits.

Find out more.