Yorkshire Water top for customer service

The institute’s UK Customer Satisfaction Index places Yorkshire Water ahead of 16 other major water and energy companies from around the country for its commitment to high levels of customer service.

The company has moved up from fifth place last year.

Richard Flint, Yorkshire Water CEO, said: “The latest report from the Institute of Customer Service is fantastic recognition of all the hard work we’ve put into offering our customers the best experience possible.

“Nonetheless, we’re committed to improving our customer service even further. We’ll be continuing to find the things we can improve on to offer our five million domestic and business customers an even better service.”

One of the measures that Yorkshire Water has brought in over the past year is inviting their customers who have had a bad experience to a session where they can explain the effect it had to everyone involved so that lessons could be learned.

Customers are also asked to rate their experience out of five and those scores are directly 
fed back to the employee involved. The company says it has embraced technology such as proactively texting customers affected by planned work or incidents.

The ICS’s Customer Satisfaction Index gives each company a customer service score based on surveys of over 10,000 customers across the country. It looks at companies’ commitment to great service throughout the organisation, and the processes and approach they have in place.