What customers and stakeholders have told us so far
Our most recent customer satisfaction score revealed that 88 per cent of customers we asked are ‘fairly satisfied’ or ‘very satisfied’ with our service - a step in the right direction, but evidence that we still have some way to go.
Customer feedback has included:
- Call centres based in the UK, staffed by employees with good local knowledge, are important to our customers
- Customers expect professional and courteous service when they contact us, and for employees to resolve problems speedily
- Customers sometimes feel they have to chase us for information. They want us to be more proactive when letting them know about problems and want to be kept informed until an issue is resolved
- We need to make it easy for customers to get in touch through phone, email and social media
I’ve never had cause to call them really but of course this is important. They do need to be there in the background in case you need them.
Our proposals for the next 25 years:
- Service improvement
- Maintaining service
We are embedding a ‘right first time’ culture across all business areas, developing new services to improve customer convenience and ensuring we are always accessible and straightforward to deal with.
In the years to come, we will work hard to retain our regional business customers and attract new ones from beyond the North West, as the sector is opened up to greater competition. This will be achieved through competitive pricing and tailored services which will allow businesses to take more control of their water consumption and wastewater needs.
Our approach will involve:
Getting it right first time
We will do more to identify potential problems before they arise (e.g. network issues) so that our customers are not inconvenienced. If we cannot fix a problem straight away, we will keep customers informed of progress so that they do not need to chase us.
Treating customers as individuals
We will provide an attentive service which is tailored to customers’ needs - from ‘extra care’ services for elderly or vulnerable customers to help for those who are facing financial difficulties.
Being accessible and easy to deal with
We are committed to keeping our customer contact centres here in the North West, staffed by people who know the region. We will continue to evolve our communications in response to new technologies, changing population demographics and the need to complement our customers’ busy lives.
Supporting our people to provide great service
We will continue to invest in our people so they are well trained and able to offer a more personal and tailored service to our customers.
A focused service for business customers
We are already preparing for the introduction of a more competitive business customer market in 2017. Our aspiration is to become the business supplier of choice in the North West and a significant part of the wider UK market. To achieve this, we need to provide businesses with excellent value for money and tailored services aligned with their individual needs. For example, we will help our business customers manage their water use, site drainage and wastewater disposal more efficiently. We will also offer online metering services and provide dedicated customer managers, with expert knowledge of specific business sectors, to help customers reduce costs.