Their new collaboration is set to turn the tide on customer experience in the water industry.
Northumbrian Water Group has partnered with a leading customer and employee experience management company to ‘revolutionise’ customer engagement and satisfaction across its service network in the North East and East of England.
With a mission to be a national leader in sustainable water and wastewater solutions, Northumbrian Water sought a robust ‘voice of the customer’ platform to enhance its customer measure of experience performance and proactively engage customers.
Within three months of implementation, Medallia’s Experience Cloud platform was powering an omnichannel customer experience programme.
This includes touchpoints from the contact centre, field operations and case management teams, and new digital touchpoints, allowing the utility to gather comprehensive insights from customers interacting via online platforms and apps.
“We were immediately impressed by Medallia’s expertise and the sophistication of its platform,” said Dawn Creighton, Head of Customer Strategy and Experience at Northumbrian Water Group.
“Their team of implementation experts made the process so fluid. They were able to liaise with our technical teams to make the process as easy as possible.
“By leveraging Medallia’s tools, we are able to proactively resolve customer issues, enhance satisfaction, and gain actionable insights that help us maintain our position as an industry leader.”
Northumbrian Water’s focus on customer satisfaction is reflected in its consistent top-tier ranking in the Customer Measure of Experience (C-MeX) metric, a regulatory standard assessing customer experience across the water industry.
Medallia’s advanced text analytics and sentiment analysis have provided the utility provider with actionable insights to improve key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
The platform’s text analytics and recovery loop tools have improved responsiveness and trust by reducing customer effort and resolving issues efficiently.
Since implementation, survey reach has expanded from 30 percent to a broader audience, capturing insights previously missed.
Customer engagement scores consistently exceed 9.2 out of 10, and a tailored customer measure of experience survey workflow provides more accurate tracking of performance metrics.
“Northumbrian Water’s dedication to enhancing customer experience sets a benchmark for the utilities industry,” said Mark Bishof, CEO at Medallia. “This partnership not only drives operational efficiency but also ensures customers’ voices are at the centre of their decision-making.”
Northumbrian Water has since implemented Medallia Digital Experience Analytics (DXA), integrating it with the Medallia Experience Cloud (MEC) platform already in use.
This has enabled the company to gain deeper insight into its digital customer journeys.
Northumbrian Water is also now working with Medallia’s experience advisors to fine-tune its implementation and further enhance online experiences using the insights drawn from across DXA and MEC.
Northumbrian Water provides water and sewerage services to 2.7 million customers in the North East – trading as Northumbrian Water – and supplies water services to 1.8 million customers across Essex and Suffolk in the East of England, trading as Essex & Suffolk Water.
