Thames Water is in the running to scoop a prestigious customer service award after reducing complaints by 39 per cent.
The company, which provides water and wastewater services to 15 million people across London and the Thames Valley, has been shortlisted in the NEC Customer Feedback Strategy category in the UK Customer Satisfaction Awards.
It follows the introduction of ‘Rant and Rave’, a system which uses modern technology to allow people to give instant feedback on service. Since its introduction, there has been a 39 per cent reduction in the number of complaints.
Thames Water is committed to providing the best service possible and, by asking for feedback, teams can proactively contact customers who feel a particular issue hasn't been resolved, or who are unhappy with the resolution.
After being seen, customers receive a text message recapping the conversation and updating them to where their query is at, and asks them how they feel about the experience. They are then contacted again several weeks later to see how service could be improved, and what recommendations they have.
The UK Customer Satisfaction Awards is the only customer service awards run by the professional body for customer service in the country. The winners will be announced at an awards ceremony at the Hilton Park Lane in London on Tuesday, March 7.
Other companies shortlisted in the Institute of Customer Service awards NEC Customer Feedback Strategy category include Virgin Money, EDF Energy, Her Majesty's Passport Office and South West Trains.