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Yorkshire Water named top utility for customer service

Loop Customer Management, based in Thornbury, handles all of Yorkshire Water’s contact with customers, running a call centre and managing correspondence by email and letter on behalf of the water company.

Last week, Yorkshire Water was named the top utility in the UK for customer satisfaction, according to the latest research by the Institute Of Customer Service.

 Zoe Blake, Head of Customer Service at Loop said: “We’re delighted to have our high standards of customer care recognised by the Institute Of Customer Service. It’s what we pride ourselves on and this independent verification just reinforces what a great job our staff do.

 “We work hard to recruit, train and retain great quality people and it’s clearly paying off.”

 Yorkshire Water 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.

 Jonathan Harding, Head of Customer Service at Yorkshire Water said: “Great customer service is a key objective for us and we’re delighted that our partnership with Loop is giving our customers a good experience.

 “We’re know water customers can’t choose their supplier, but for us that’s not a reason to neglect customer service and this latest survey just proves that we practise what we preach.”

 The UKCSI asks customers to rate organisations on key attributes of customer service including professionalism, quality & 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

  • March 13th, 2013
  • Posted in News
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