Understanding and meeting the needs of our customers

Abstract

Describes how Wessex Water initiated a customer consultation exercise under the slogan “How far should we go?” to understand more fully what customers really expected and endorse future spending plans. An explanatory leaflet was sent to all 900,000 account holders in addition to various other interest groups and face‐to‐face interviews were held with 1,200 customers. Over two‐thirds of responses favoured the option of continued progress. Findings of the research have led to enhanced customer services, with the introduction of a “water quality hotline” for customers to obtain specific information and a community contact programme under which a representative from Wessex Water regularly visits towns where there is no local office. In addition, a “Partnership 2000” programme has recently been launched, designed to strengthen links with customers, give real service guarantees and a commitment to share the benefits of capital efficiency with customers.

Citation

Skellett, C. (1995), "Understanding and meeting the needs of our customers", Managing Service Quality: An International Journal, Vol. 5 No. 4, pp. 22-24. https://doi.org/10.1108/09604529510796467