Due to the water sector’s somewhat turbulent history, it is no wonder the industry is now beginning to seek out practices that place an emphasis on the consumer. This is of course inspired partly by other sectors and their respective industry leaders. After all, the level of responsiveness, reliability and empathy the consumer receives in each service interaction can, and will, be compared.
With Ofwat now shining a focus on customer service, providers have an opportunity to form a richer appreciation of the customer profile, which means they can begin to improve their services and ensure that customer satisfaction is both delivered and sustained. This white paper establishes a picture of the industry as it stands today, reveals the findings of our customer experience survey and details principles the sector can take influence from moving forward.