Key Policy Successes Customer Measure of Experience Price Review - - - PowerPoint PPT Presentation

Key Policy Successes

• Price Review - £1bn saving water customers
• £135m Returned to customers
• Affordability problem recognised by Government
• Public funding to make bills fairer in South West
• Watersure Scheme – 200% increase in customers helped
• Improved Service - Complaints to companies falling

Customer Measure of Experience (C-MeX)

Colin Lench Performance Analyst/ Project Manager

Background

• SIM:

– Drove the right company behaviour – Complaints reduced – Companies placed customer service further up their agenda – Customer service improved

But……….

We raised concerns

Background (Cont)

– The level of penalty and incentive did not reflect a competitive market; – Companies were reluctant to communicate with customers – negative contacts; – No representation of customers who did not contact the company; and – Inconsistency

C-MeX – What We Wanted

• Proposal for two separate measures

– Customer satisfaction with their recent contact and complaint – For whole customer base – a measure based on customer satisfaction with value for money and Net Promoter Score (as a reputational incentive)

• A financial penalty for poor complaint performance

(escalated complaints)

• C-MeX would lose credibility if complaints increased

C-MeX – How is it Comprised?

• Elements are still in development
• Contact survey similar to Customer Experience Survey in

SIM but testing different scoring scales (1-5, 0-10)

• Experience survey, a brief survey to gauge the views of

the whole customer base

• NPS will also be included in the pilot
• Complaints will not form a part of the C-MeX but act as a

‘Gate’ on the higher tier of performance payments

• Also a cross sector comparison ‘Gate’ for the higher

payments

Conclusion

• Surveys not yet finalised but:

– Intended to be kept short – To be piloted in spring / summer 2018

• CCWater with companies has revised the

complaints reporting guidance to include:

– Complaints via social media and webchat (from October 2018) – Telephone complaints (from 2019/20)

Any questions?