Delivering what we promise

Customer Experience

The scale of our operational footprint is vast.  Working for the majority of the UK's largest utility asset owners, we undertake around one million excavations in the highway each year.

Over the course of each year, this equates to millions of everyday customer interactions for our frontline operational staff. Delivering a first-class customer experience is, therefore, essential.  

Our client relationships are now maturing towards a more collaborative approach to customer strategy and improved service delivery.  This shift is enabling us to innovate and influence in a number of ways as we manage the needs and expectations of our clients and their customers.

By investing in our customer service training, culture and strategy, we have established a "Listen First, Act Second" approach to customer service.  We harness real-time digital and social media technologies that enable us to listen, communicate and engage with customers more effectively.

Our "Listen First, Act Second" approach has served to inform a comprehensive customer service training programme that provides both office and field-based staff with a clear pathway of training options ranging from introductory one day courses through to NVQ Level 4 and ICS Management programmes. 

Throughout our business we foster a culture of continuous learning and forward-thinking around customer engagement and our nationwide network of contract-specific customer liaison managers meets regularly to share best practice and contract experiences, techniques, innovations and processes across all utility sectors. 

Our membership with the Institute of Customer Service (ICS) enables us to benchmark our customer service approach and performance against other sectors and we constantly seek to identify and incorporate best practice learning from leading organisations across all industries. 

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Customer Awards

2017 WOW! Awards

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

2016 Thames Water 'Spotlight on Excellence' Awards

2015 Utility Week Stars Awards

ICS Membership

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