A North East water company has been recognised among some huge brand names in the UK for providing exemplary customer service, in a prestigious report by the KPMG Nunwood Excellence Centre.
The KPMG Customer Experience Excellence report for 2022 ranks Northumbrian Water among the top 100 companies who invest in a customer-first culture, doing everything possible to help their customers.
As well as being the only water company to be featured in the report, the firm was one of just two energy and utility companies to make the list, joining Octopus Energy in the energy and natural resources sector.
The report, which is the 13th annual review of UK customer experience excellence, shares the insights of research carried out with over 10,000 customers and more than 300 organisations across the country.
The analysis measures what KPMG Nunwood describes as the ‘six pillars’ of customer service: Integrity, Personalisation, Empathy, Time and Effort, Expectations and Resolution.
Companies such as Pharmacy2U, John Lewis & Partners, Harrods and Lakeland, all feature at the top of the list, with a ‘spotlight on Northumbrian Water’ case study also included in the report.
Claire Sharp, Northumbrian Water’s Customer Service Director, said:
“We’re committed to putting our customers at the heart of everything that we do here at Northumbrian Water, so to be ranked in this list and featured as an exemplary case study is a great honour for us.
“Our environmental and social commitments, particularly our goal to eliminate water poverty and our focus on improving the environment, have been specifically highlighted by KPMG. We’ve embedded the ‘six pillars’ of customer service across the entire company and have a holistic approach to ensure that we can successfully drive customer-oriented changes in these areas.”
The report further establishes a growing list of customer experience excellence credentials for Northumbrian Water, with the company currently achieving a leading position in the Customer Measure of Experience (C-MeX) index and being named as finalists in the Institute of Customer Service Customer Satisfaction Awards 2023.
Northumbrian Water also recently won Gold at the UK Customer Experience Awards.
To read the KPMG Nunwood report, see Value and values (assets.kpmg).
