Building genuine customer trust
The Challenge
After years of double-digit improvements, Welsh Water’s performance had plateaued. Attention was focused on satisfying regulators rather than customers. A shift was needed to truly earn customer trust. We helped their employees reset and realign around a new customer-led ambition, with a renewed commitment to delivering exceptional customer experiences.
Services: Customer Experience Vision, Customer Experience Innovation
The Impact
70%
reduction in customer complaints
68%
growth in employee satisfaction
The Outside-in Perspective
xxxxxxx.
The Insight
While the goals and measures set by the regulators were designed to protect customers, they didn't reflect what would make customer's lives easier, better or more enjoyable. One example was where the regulator set a 90-day ruling around meter installation, but in reality customers grew impatient after waiting a week.
The Solution
We translated their overarching mission of 'earning trust every day' into a set of customer promises that they needed to keep to earn that trust and added a stretching ambition for Welsh Water to be the UK’s most trusted paid-for service provider. By introducing prioritised, measurable and costed KPIs for each promise we ensured actions went beyond regulatory compliance and made a real difference to their customers.
“xxxxxx”