Yorkshire Water has been named the best utility in the UK for customer satisfaction, according to the latest research by the Institute Of Customer Service.
The water company came top in the utilities sector of the Institute Of Customer Service’s twice-yearly customer satisfaction index (UKCSI), scoring more than three points above the sector average and more than one full point above the company in second place.
Richard Flint, Chief Executive of Yorkshire Water said: “Providing a great customer experience is a key objective for us. This latest survey reflects the high standard of our service and we’re delighted that our customers have given us this accolade.
“We have strong partnerships in place, both with our sister company Loop, which handles most of our calls and correspondence, and also with key suppliers who carry out work on our behalf. Our customer service ethos, professionalism and pride in every job is carried through to those who work on our behalf, as well as being critical for our own staff.”
The UKCSI asks customers to rate organisations on key attributes of customer service including professionalism, quality and efficiency, ease of doing business, problem-solving, timeliness and the way complaints are handled.
Across every sector measured in the UKCSI, there are clear linkages between the levels of customer satisfaction that organisations achieve and measures of customer behaviour which are strong indicators of tangible business benefit. As well as specific elements of behavioural loyalty, the evidence from UKCSI shows that in every sector there is a clear correlation between improving satisfaction and:
reduced occurrence of reasons to complain
increased willingness to recommend
increased intention to remain a customer
increased willingness to buy more products