2011 now the third consecutive year for a reduction in complaints
This is the third consecutive year that the company has seen a drop in customer complaints, which averages at around a 30 per cent drop each year. The company now ranks in fourth place after being recognised as the third biggest improver of all UK water companies.
Veolia Water's Director of Customer Relations Vincent Muldoon, said: "We are delighted with this achievement, which shows that we're getting things right for our customers.
"We invest a lot of time drilling down to the root cause of customer complaints and this has enabled us to look at where we can improve the way we do things in the future. It's very much a customer focussed process based approach and applies to every area of the business; from meter reading and billing to water quality and how we manage our network. If a process for the way we deal with things isn't working, we change it. We need to learn from it and get it right.
Earlier this year the company also introduced a customer feedback mechanism using the Net Promoter Score, which asks customers within 24 hours after they have contacted the company whether they would recommend Veolia Water.
"The score our customers give us every day is one of the highest in the UK across all industries, and it reflects the customer focus from our team. However, we don't always get things right, and when the feedback reflects that, we want to act upon it," said Vincent. "This enables us to makes things easier for our customers. It's simple but very effective and helps us to keep learning. If we continue to seek, listen and act upon this kind of feedback we're confident that we can satisfy even more of our customers in the future."
Notes to Editors:
For further information please contact Becky Martin on: Tel. 01707 277110, email: [email protected], website:www.veoliawater.co.uk/news
The full CCWater report is available at www.ccwater.org.uk
Veolia Water Central is the UK's largest water supply only company and is part of Veolia Water UK. We are committed to delivering a high quality water service to all our customers. We provide 870 million litres of water each day to a population of 3 million people, in parts of Bedfordshire, Berkshire, Buckinghamshire, Essex, Hertfordshire, Surrey, the London Boroughs of Harrow and Hillingdon and parts of the London Boroughs of Barnet, Brent, Ealing, and Enfield. Our supply area covers a total of 3,700 square kilometres, stretching from Luton and Royston in the north to Guildford in the south, and from Berkhamsted in the west to Dunmow in the east.
For more information visit www.veoliawater.co.uk/central or follow us on www.twitter.com/veoliawateruk.