Water sector collaboration will light up customer service
By Lila Thompson Chief Executive, British Water
In the ever-evolving landscape of customer expectations, the water sector stands at a critical juncture, and collaboration illuminates the way to enhanced customer satisfaction and a strengthened water...
ESG – the emperor’s new clothes?
By Nicola Williams Partner at Eversheds Sutherland
Do customer voices in the boardroom improve ESG reporting and how can water company Boards remain engaged? Nicola Williams, Partner and regulatory lawyer in the Energy and Natural...
Water utilities achieve new Inclusive Service Kitemark™ certification
Two water utilities have achieved certification to the new Inclusive Service Kitemark.
Anglian Water Services Limited and South East Water are among nine companies to be recognised by BSI for providing an inclusive and flexible...
Creating a tide of productivity for the water industry
Water companies are under a tidal wave of pressure to innovate. The already looming challenges of population growth, net zero targets, water scarcity and deteriorating asset health were further compounded by the global pandemic...
Wessex commended for customer service excellence
Wessex Water has once again retained its Customer Service Excellence (CSE) quality mark from the world-leading independent inspectorate SGS.
The water company became the first of its kind to achieve this coveted award back in...
The digital innovator that delivers a fluid customer experience
Most people in the UK take for granted a plentiful supply of clean water. However, with estimations that demand for water in England will exceed supply by between 1.1 billion and 3.1 billion litres...
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...