Echo supports South Staffs Water’s SIM success

Posted: Tuesday 6th August 2013

A committed approach to ensuring a positive customer experience has seen South Staffordshire Water recognised for customer service excellence by industry regulator, Ofwat in the Service Incentive Mechanism (SIM) league table for 2012-13. As South Staffs Water’s partner, providing its contact management services, Echo is extremely proud of its client’s recognition in the industry’s primary measure of customer service quality.

According to the Ofwat Customer Experience Research report 2012-13, not only were South Staffs Water joint league table leaders with Anglian Water, they were the highest ranked water company for ‘keeping customers informed’, joint top for having ‘knowledgeable and professional staff’ as well as being ranked in the top three for ‘taking responsibility for the matter during phone contact’.

The SIM survey is used by Ofwat to measure and track the quality of service delivery of all 21 water companies in England and Wales, based on every aspect of customers’ direct experiences with them. The aim is to provide a robust measure of how satisfied consumers are with the end-to-end handling and resolution of an actual recent billing, water or sewerage issue by their water company.

Rachel Barber, Director of Customer Operations at South Staffs Water said;

“We’re very proud to be in joint first position in Ofwat’s Customer Experience Research report. We’re committed to continually improving our customer service standards and over the last 12 months we’ve enhanced our focus on customer feedback and insight in particular.

This included collaborating with Echo to gain insight into how customers feel about our service. We’ve conducted deep analysis of post call customer surveys and the call quality monitoring of agents as well as implementing a dedicated Customer Voice team who are focussed on gathering feedback directly from customers. The team then use these valuable insights to ensure overall service delivery is further improved.”

Nigel Baker, Operations Director at Echo said;

“Echo has delivered contact management services for South Staffs Water since 2001. We take great pride in putting South Staffs Water’s customers at the heart of everything we do and we are delighted to have played our part in achieving this tremendous SIM score.

We understand the SIM framework will be a very important component within the next periodic price review, having significant financial implications for our water company clients, and we are committed to working with our clients to ensure that customer service and customer satisfaction is central to our service delivery strategy.”

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