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Yorkshire Water is an organisation many water companies aspire to. Their research requirements included the need the need for an organisation capable of delivering a high quality customer interview experience to provide an ongoing, quantifiable measure of customer experience. In 2007, we were fortunate to commence providing such services.
We began the process by reviewing Yorkshire Water’s current questionnaire and recommending changes that better supported Yorkshire Water’s business objectives. One of our recommendation was the introduction of a Net Promoter score which could assess customer’s loyalty to Yorkshire Water should a choice of suppliers be made available to them.
Following the introduction of an ongoing tracking programme, Yorkshire Water is now able to identify strengths, weaknesses and opportunities for service development. They have an informed opinion on what their customers know about their organisation and their perceptions of the company. Ultimately, this means that they are able to target specific areas deemed important to the consumer and continue to deliver a service that mirrors customer expectations.
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“Yorkshire Water’s aim to provide ‘a great customer experience’ is supported by Maven’s ongoing telephone research. Maven provides efficient project management, meaning our results are reliable, accurate and always provided in a timely manner.”
Yorkshire Water |
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