Customer service is what our business has been built on since we launched in 1971. Our success comes from delivering a professional service with a family business ethos – something that sets us apart from our PLC competitors. Our approach – we call it ‘relationship contracting’ – is about building long-term, mutually beneficial partnerships with our clients. As a result we can proudly say that over 75% of our work is now repeat business.
We recognise that our people are often the public face of our clients’ businesses – whether in a call centre, on site or in people’s homes – so we do everything we can to keep their customers happy. For our many water company clients, this means we directly affect their SIM, a key performance output based on how customers feel about the service they receive. We make sure we have a positive impact on their SIM by keeping our promises – by making sure our team are always well-trained, wearing the right uniform and carrying the right ID, by turning up on time, fixing problems first time and keeping the customer informed.
We always aim for a SIM customer satisfaction score of 4.5 to 5 out of 5, and here’s one of many comments that tell us we’re getting it right:
Would just like to say a big thank you to Hannah and the two colleagues who came to install the manhole at my residence yesterday. I found all the members of staff respectable, friendly and very cooperative.