Northumbrian Water provide water and sewerage services to over 4.4 million households across England.
Problem
Northumbrian water received new regulatory guidance from Ofwat to improve how they deal with written complaints. They needed to improve the tone and content of their letters and improve advisor quality scores.
Solution
We worked with Northumbrian Water to create and deliver written complaints training. By taking the time to understand customer complaints, we were able to tailor training to their specific needs and then embed the skills with QA, making sure the training really hit the mark.
Outcome
The project had a huge impact on both the advisors and the customers, leading to a 19% increase in quality scores and entry into the UK CXA 22 awards.
NWG went on to win Gold for ‘Most improved complaint handling’ 🏆 This is fantastic recognition for all the hard work and collaboration from both sides and we couldn't be happier!
Feedback from the awards team: ‘you have raised the bar for customer experience in the UK’.
How would you like to win 'Gold' in your field? Reach out and we'll help get you there!
