Customers & Quality
It is important to stress that our policy in this area is not just a ‘Quality Policy’, but is instead a ‘Customer and Quality Policy’. We focus on helping our front-line staff to provide first class customer engagement wherever they operate, and we are also certified to all of the relevant recognised management standards.
Targets and Objectives
Our key target has always been to deliver outstanding customer service. In many cases it is our staff, not our clients’ staff, who have direct contact with the public – and as such, we represent not only our business but theirs as well. So our objective is to always focus 100% on our clients’ customers, and to implement systems and initiatives which support this approach.
Our structured approach to achieving this target was developed as a result of changes in the way that water industry regulator Ofwat operates. Its Service Incentive Mechanism (SIM) means that it now assesses the level of service which a water company provides based on direct feedback from the customer, via a customer experience survey.
One of our key initiatives is the Ambassador Training Programme, which has been rolled out nationally and is accredited by the Institute of Customer Service. This focuses on helping our front-line staff to provide a quality customer service experience, and was jointly developed with our water company customers. This initiative is empowering front-line personnel to handle direct customer enquiries, and to recognise the importance of their role in delivering a quality customer service experience.
All of our quality initiatives are carried out within an environment of continual improvement and innovation, which is fundamental to everything that we do. Not just in terms of technology innovation, but also finding innovative approaches to areas such as training, people management and of course customer service.