Harness customer feedback for business success

The water industry is under immense pressure to change, so in this issue, we speak to Guy Letts, Founder and MD of CustomerSure, about how customer feedback can drive business success. Guy is well placed...

Help your people to stand tall and bristle with pride!

United Utilities use positive customer feedback to recognise their people and top the SIM charts. Derek Williams, Founder and Chief Executive of The WOW! Awards, shares his thoughts. Once upon a time… Basil Martinez, a young...

How Chatbots can improve customer engagement and increase survey responses

Survey fatigue is an issue every company can relate to – so what can you do to improve survey completion rates and gain better quality insight? The water sector has long been demanding a more...

Speed, friendliness and service recovery

Over the last five years United Utilities has been on a journey to improve customer service. At the heart of it has been listening to what our customers have to say and focusing on...

Innovation in 
understanding leakage

Understanding what customers want from a 21st century Water Utility is high on the UK regulator, OFWATS’s, agenda when reviewing UK Water Utilities business plans for the five years between 2020 and 2025.  James Bateman, Senior...

Water Market Reform – A Year On: How are wholesalers improving their service?

2017 saw the biggest transformation to the UK’s water market since privatisation in 1989. In April, we welcomed the opening of the non-domestic water market in England, allowing eligible non-household customers the opportunity to...

Why water companies need to tap into artificial intelligence to improve their customer experience

Customer experience (CX) is a hot topic for all industries. But the demand for a more sophisticated approach in the water sector is particularly pressing.  performing industries in The Institute of Customer Service 2018 UK...

Embracing technology to improve the Customer Experience

At Severn Trent our vision is to be the most trusted water company by 2020 and we know that to do that we must be available to our customers when and how they choose....

Southern Water transforms its customer service

Southern Water is transforming the way it interacts with its customers - and our goal is to make our customer service comparable not just with the best in our industry but right up there...

Seven reasons why customer service and secure payments are vital for water
companies

#1 Competition will intensify and customer experience will be the new battleground: As the Water Industry embraces smart meters and seeks to rollout its own programmes it does raise some questions. With non-household clients able...
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