Customer Views
Through our regular transaction and perception based research we are able to build up a picture of our customers’ experiences, needs and expectations, and understand how we are performing against these. This research enables us to identify trends and key areas where improvements can be made.
Transactional Research
As a household customer if you have a query or wish to report a problem it is likely you will speak to someone in our Customer Service Centre. Our Transactional Survey not only looks at how we perform on the phone during this initial contact, but also measures customer satisfaction with any representatives that visited or any work that was carried out. The survey, which is conducted by an independent research company, takes place twice a year and seeks views from around 1,600 customers.
Key findings in April 2008 show satisfaction improving with:
- 88% of customers are satisfied with the person they spoke to, with over half ‘very satisfied’.
- 89% of customers are satisfied overall with the representative that visited them, with two thirds ‘very satisfied’.
- 81% of customers are satisfied with the work that was carried out, with over half ‘very satisfied’.
- Around 4 in 5 customers have told us they are satisfied with the outcome of their contact, with half ‘very satisfied’.
Perception Based Research
We also carry out a large perception based survey where we seek opinions from 1,000 customers who are carefully chosen to replicate the Scottish population. We use this research as a tracker, helping us build a long term picture of customer satisfaction and expectations.
Key findings from our March 2008 survey show that:
- Over 3 in 5 customers can name Scottish Water as their water and waste water provider.
- Over 9 in 10 are consistently satisfied with the overall service they receive from us, with around 1 in 3 'very satisfied'.
- Over 3 in 4 think that we represent ‘good’ or ‘quite good’ value for money.
Online Research
Our online survey allows every Scottish Water customer the chance to share their thoughts and suggestions for improvements.
Feedback has meant that:
- We are looking at better ways to keep you updated during an emergency through our website.
- We have created an email address dedicated to answering your concerns (customer.concerns@scottishwater.co.uk).
If you have any other ideas about how we can improve the service we provide you please take a few minutes to fill in our online survey.
