Delivering what we promise

Our customer service approach

Customer service is a key strategic driver at the heart of our business. We constantly strive to innovate the customer experience to support our clients and their customers.

This is achieved through investing in our culture, people and processes and is delivered under the Every Customer Counts programme, our innovative approach to supporting our people in delivering superior, consistent and differentiated customer experience. This delivers a forward-thinking approach to customer experience improvement, and demonstrates real value and active participation in the creation of practical customer solutions for the future.

We recognise that customer expectations are rapidly evolving as technology enables a more immediate way of communicating. Through analysis of traditional channels and real-time social media conversations, we actively listen and engage with customers to provide an omni-channel experience. We use feedback, analysis, and insight gained through our membership of the Institute of Customer Service (ICS) to benchmark customer service performance against other sectors to identify improvement areas.

Working across the operational delivery, HR and communications teams, the Head of Customer Service and National Customer Service Insight Manager set the strategic direction for the business. They provide guidance and support on the regulatory landscape, the latest customer research and facilitating best practice.


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Customer Awards

2018 WOW! Awards Winner Quality Service Provider of the Year

2018 WOW! Awards Winner Best Customer Feedback Strategy

2017 WOW! Awards

2017 Dwr Cymru Welsh Water Diolch (Customer Thank You) Awards 

2016 Thames Water 'Spotlight on Excellence' Awards

ICS Membership

We are proud to be members of the Institute of Customer Service