8-9 WIAA 09 – Cust/ SUDS 6/7/09 3:54 pm Page 8
8 AWARD CATEGORIES
Customer Satisfaction
Initiative of the Year
L-R: Rhod Gilbert, May Gurney’s Dale Roberts, Kevin Collins and Ben Bax with WWT editor Natasha Wiseman
reating an initiative that benefited not just one but two customers In 2005, the company in-sourced the meter reading activity.
C
– South West Water and the consumer – proved a winning factor
for May Gurney Integrated Services in this category. Service focus
The judges said that May Gurney’ had achieved super enhancement of Since then the function has been transformed from being seen as a
service levels after initiatives it put in place resulted in a 30% reduction in volume-driven environment without a focus on service into a role where
one year in written complaints resulting from work carried out for South the meter reader has become a metered customer service advisor (MCSA).
West Water. Imtech Process’ annual customer satisfaction survey also made the
There was also a 10% drop in incoming telephone contacts. finalist stage. The company conducts the Customer Satisfaction Survey
among key customers and partners.
Good rapport The results of the survey are used to help understanding of customer
Two different initiatives from Yorkshire Water made the finalist stage. One requirements and develop ideas for improvement. WIAA 09
of these concerned the work of its Environmental Business Unit’s Field
Case Team in managing sensitive customer relationships to a mutually
successful conclusion. May Gurney’ had achieved super
Team liaises with customers, building up a good rapport, establishing
enhancement of service levels
trust and demonstrating the company’s commitment to resolving issues
quickly. after initiatives it put in place resulted
The second initiative involved the changing role of Yorkshire Water’s
in a 30% reduction in one year in
meter readers to provide doorstep advice for all meter, billing and supply
related issues. written complaints
Review July 2009
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