Customers should be seen as active participants in the water sector, not passive recipients, according to Ofwat Chief Executive Cathryn Ross.
Speaking to water company senior executives at an event in London, Cathryn called on water companies to think more radically about how they view customers. Instead of seeing them as recipients of services, the sector should see customers as participants, who can identify issues and opportunities, she said.
The Chief Executive said: “Water companies made great strides at PR14 in talking directly to more than 250,000 customers. As a result, companies are now more focused on delivering what people need and want.
“We want to see engagement with customers taken to the next level. How can companies work with customers and use their knowledge, skills and creativity to help find ways to innovate?
“This isn’t some pie-in-the-sky theory, it is established business practice that helps unlock value and build trust. We want to see water companies not only catch-up but begin to lead the way. Doing so can help to deliver great customer service and resilient supply at a price all can afford.”
