Top customer service accolade for Scottish Water

Posted: Monday 29th February 2016

Scottish Water’s commitment to excellent customer service has seen the organisation recognised with a prestigious national accreditation.

The public utility has achieved ServiceMark for its commitment to, and high level of, customer service – a national standard overseen by the Institute of Customer Service, which recognises an organisation’s achievement in customer service excellence.

In recent years, Scottish Water has achieved record levels of customer satisfaction and standard of service.

Chief Operating Officer Peter Farrer and members of Scottish Water’s Customer Experience team were formally presented with the accreditation at an event in Edinburgh by Jo Causon, CEO of the Institute in Customer Service.

Mr Farrer said:

“We have a constant drive to provide all our customers with a consistently high – and ever improving – standard of service.

“Not only have we provided record service levels and customer satisfaction, but we have out-performed our regulatory targets – in the process becoming one of the UK’s top performing water companies and most trusted utilities.

“We’re absolutely delighted to receive the prestigious ServiceMark from the Institute of Customer Service. It’s a direct reflection of the efforts, commitment and hard work of all our employees towards achieving the very best outcomes for customers.

“But we’re determined not to stop here. Our new Customer Experience Measure will help ensure a continued focus on delivering improvements for all customers who trust us to care for the water on which Scotland depends.”

Jo Causon, CEO of the Institute of Customer Service, said:

“ServiceMark is increasingly recognised as the standard for customer service excellence, Scottish Water has shown its ongoing commitment to improving customer service by being recognised on two further occasions. The continued improvement and engagement by staff across the organisation is an encouraging sign that Scottish Water recognises the importance of constant evolution, as it gives them the chance to constantly gain a better insight into their customers’ needs and develop strategies to meet them.”




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