A recent green paper on consumer policy from the Department for Business, Energy and Industrial Strategy (BEIS) has increased pressure on all companies, particularly regulated operators, to improve levels of customer satisfaction. Regulators need to fundamentally change firms’ incentives to provide better service, the paper says. To that end, BEIS is looking at how companies can harness evolving digital technologies and data-handling capabilities.
In the water sector, the regulator, Ofwat, has developed a range of incentives over the years to raise service standards. More than ever, companies are being encouraged to engage proactively with their customers. In our new bulletin, we explore how new communication channels can help water suppliers to provide first-rate customer service.