Could core systems be the key to improving water sector complaints management?

Since the Consumer Council for Water (CCW) and Ofwat published a joint report in November on complaints practices within the sector in England and Wales, there has been a real focus on complaints management,...

How do we improve customer satisfaction in the water sector?

Twice a year, we publish the nation’s barometer of service satisfaction – the UK Customer Satisfaction Index. It is the most in-depth cross-sector measurement of customer service in the UK, with 10,000 consumers rating...

Customer Improvement Programme sees reduction in written billing complaints

Southern Water has reported an 18% drop in written billing complaints since April as part of our Customer Service Improvement programme. The transformational programme will deliver improvements to our billing and digital services. We also...

Fortune favours the wave of improved customer experience

It is with good reason 85 of the Fortune 100 companies choose to work with NICE LTD UK. For when it comes to creating the right conditions for a smooth and harmonious customer journey through...

Customer satisfaction is flat lining – we must focus on our service offering to...

The government’s announcements in late September of a raft of new coronavirus restrictions has taken us into a new period of challenge and uncertainty for businesses across the county. The effects of continued economic...

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...