customer engagement

Latest in customer engagement

Ofwat has launched a consultation on the best ways to use evidence from customer engagement and research in future price reviews after criticism that consumer views had been overlooked at PR19
News
A webinar to explore the role of digital channels in delivering sensitive and empathetic service to customers, especially in a context of increasing consumer vulnerability and hardship
Webinars
Engagement trends in customer communication habits and how utility companies are responding to them will be discussed in the latest Utility Week webinar – along with advice and tips on managing agile multi-channel engagement efficiently.
News
Despite water companies' success in canvassing more customers than ever before in drawing up their business plans for AMP7, the validity of many responses has been questioned by CCW. Data compiled by the watchdog found many participants in consumer engagement studies had limited interest or understanding of the subject and were mainly motivated by financial incentives - with some saying they found the sector "actively boring".
News
Utilities have been named as key workers, yet some crews are still facing questions from the public about why they are continuing to operate in public. This has led to calls for more visibility of the important role the sector is playing in keeping lifeline services running.
News
As part of our Mind the Tap series, consultant Edward Mallam gives his view on why "blanket communications" have so far failed to land the water efficiency message with the public. He argues that water companies must adopt a much more localised approach and involve customers and stakeholders in the conversation.
Analysis
The same issues of debt recovery and meter disputes continue to dog water companies, despite efforts to reduce complaints. CCW's latest report suggests best practice to avoid problems for billpayers and highlights strong performance in these areas.
News
Customer satisfaction with utility services fell to its lowest point since 2017, research by Institute of Customer Service (ICS) shows. The sector could improve on its billing, website navigation and helping customers contact the relevant person or department when they need assistance. Despite the overall falls, the ICS top 50 rankings welcomed its first ever water company.
News
Pennon's chief executive Chris Loughlin has told Utility Week that reports about splitting off the company's waste management business are pure speculation. Elsewhere in the business South West Water is preparing to offer customers shares in the business, which Loughlin said tapped into some of the emotions around the renationalisation debate.
News
Anglian Water chief executive Peter Simpson tells Utility Week the company's customers have made it clear that cheaper bills are not the only priority when it comes to setting its business plan for the next five years.
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