Water Company…
LAST UPDATE
October 27
’20
The business
A major water utility, providing billions of litres of water to millions of homes every day in England and Wales.
TAG CLASSIFICATION
CM
CJM
CX
The Background:
The business wanted to generally improve the customer experience, while at the same time, improving the engagement of their remote, field-based engineers.
Our Approach:
'Cycle of Service’ was used to empower the engineers to identify long-term improvements in CX. At the same time, the direct involvement of this field-based audience raised their engagement; for the first time they felt they had a real voice in the creation and ownership of service excellence.
The Outcome:
- Financial gains were made as the company rose significantly in the water industry league table for ‘customer satisfaction’.
- Considerable financial savings (six-figures) made from analysing the‘customer experience journey maps’ created: dozens of ground-breaking ideas identified addressing previously unidentified service ‘shortfalls'.