Bath-based Wessex Water is continuing to put its customers first and find new ways to help them, according to an independent assessment.
The water and sewerage company has retained the Cabinet Office’s Customer Service Excellence award, which highlights areas of outstanding performance in handling the COVID-19 pandemic and other challenges during 2020.
A £50 bill rebate for frontline NHS workers on water meters, community engagement on a new sewer project and tailored support for people in vulnerable circumstances were among the initiatives that impressed the assessors and ensured Wessex Water kept hold of the accreditation, which it first received in 2008.
The report reads: “There is corporate commitment to putting the customer at the heart of service delivery and leaders in our organisation actively support this and advocate for customers.
“The evidence for this corporate commitment is strong for both internal and external customers – it is the culture of the Wessex Water family.”
The success comes after Wessex Water was awarded a distinction for operational excellence by the Institute of Customer Service.
Distinction is the highest level of the coveted ServiceMark and recognises the role of Wessex Water’s critical workers – from call centre staff to inspectors and repair crews who carry out essential work to keep taps running and find and fix leaks.
Eligible companies had to undergo a rigorous assessment process consisting of online employee surveys, customer satisfaction surveys and face-to-face interviews with one of the Institute’s assessors.
Wessex Water originally achieved ServiceMark three years ago for its contact centre, but this time around expanded the assessment to its full water supply business.
Jo Causon, CEO of The Institute of Customer Service, said: “By achieving ServiceMark with Distinction, Wessex Water has demonstrated an unwavering commitment to excellent service and a determination to continue enhancing their customers’ experience.
“The customer and employee feedback that forms part of the ServiceMark accreditation will help Wessex Water better understand what its customers want, how they want it and how they can deliver this for them.”