Leader: Customer service that comes from the heart

Does great customer service come from the heart, or from the regulator? As utilities seek to rebuild public trust, it’s an important question. Certainly, in the water sector, regulatory tools have been used to great effect to create a more customer-focused culture. As we explore in our Secrets of SIM report, an extract from which is published in this week’s magazine, water companies across the board have delivered a significant uplift in service since the measure’s introduction in 2010. Through an astute combination of reputational and financial levers, the SIM has put customer service firmly on the board’s agenda.

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