Rated as the top water company in England, Yorkshire Water also came fifth in the list of all UK utilities and scored particularly well in the ‘experience’, ‘customer ethos’, ‘emotional connection’ and ‘ethics’ categories. Yorkshire Water’s score improved by 4.2 points since July 2020.
The company attributes the uplift to the hard work and focus that colleagues have given to customer experience over the last year, by redefining its strategy and driving service improvements, including its recently launched website. The new site has improved customer experience by making it easier for customers to ‘self serve’ by having access to advice for frequently asked questions, improved incident mapping or being able to paying their bill online.
Customers often provide feedback to Yorkshire Water, in the form of ‘WOW! Award’ nominations – which aim to highlight great customer service. Jessica Roche, head of customer experience strategy at Yorkshire Water, said: “We’re thrilled with the latest results as shows the hard work is paying off to ensure we’re supporting customers in the best way possible – along with the more obvious improvements to customer facing platforms, there’s also lots going on behind the scenes. We’re training and coaching our customer service teams so that they can continue to support the communities we serve. In the last 12 months we have provided 60,000 customers with financial support and helped an additional 12,000 customers get the tailored support they need through our Priority Services Register. Our colleagues have continued to provide our essential services to customers during the global pandemic ensuring that at all times customer can rely on us and we will continue to keep making positive changes to our customer experience.”