The water industry is quite unique with heavy regulation from the industry body Ofwat. When it comes to customer service, water companies are gearing up to record and report on the number of complaints received via all communications channels including social media.
“As the Service Delivery Coordinator for South Staffs Water and Cambridge Water, my focus is on delivering excellent customer service. By mapping our customer journey, we’ve highlighted trigger points where we typically receive complaints, and then introduced innovative digital technologies to make it as easy as possible for our customers to get in touch.”
A complaint is defined as any interaction which does not end with a positive sentiment, and any inbound message that is not responded to within 24 hours.