"We believe that we’re in business to provide a service to our customers so understanding what they think about the service we provide is really important to us. To understand how we’re performing, where we need to improve and how we can improve, we need to benchmark our service against the companies that our customers compare us too, that means looking beyond the water industry - the Top 50 programme provides an excellent opportunity to do this.
We’ve also worked hard to improve the customer experience and wanted some external recognition for our efforts and particularly the efforts of our front line people. Winning 1st in Sector two years on the run and achieving 12th overall has made a huge difference to staff morale at all levels of the organisation.
We are convinced that our customers will benefit from the changes we make as a direct result of taking part in the initiative, but we know that there is still more work to be done. It really has been such a positive experience for us, reinforcing what we are doing well, but giving us areas for improvement too"
Gary Dixon, Customer Service Director, United Utilities
United Utilities is the UK's largest listed water company with a turnover of £2 billion. We own, operate and maintain utility assets, including water, wastewater, electricity and gas in the UK and abroad.
In North West England we provide water and wastewater services to seven million people. We turn complex processes into something as simple for our customers as turning on a tap, flushing a toilet or switching on a light.
We also share our knowledge and expertise, helping other organisations to develop practical and sustainable solutions which make their operations more efficient. Our clients include Northern Gas Networks, Southern Water, Scottish Water and Electricity North West - and that's just in the UK. Overseas we have operations in Central Europe and Australia.
Every year, our call centres based in Whitehaven in Cumbria and Warrington receive around 3m calls from our customers and our fully trained agents are committed to delivering a world class service. We recognise that our people are the key to the achievement of our vision and the success of the company, and we are committed to providing them with the right skills, tools for the job and support to deliver the best customer experience.
UNITED UTILITIES
