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.
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.
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