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Customer Centric Culture
Building trust among customers has never been so important for the water industry. Against a backdrop of a cost of living crisis, and recent negative headlines, our recent Water Matters tracking research showed that customers’ trust in water companies has...
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New guidance released to help the water sector put customers first
Building trust and putting customers first is the focus of new guidance being published by the Consumer Council for Water (CCW), as part of wider efforts to transform the culture of the water industry. The guide to Customer-Centric Culture will...
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Droughtcast
Droughtcast is available on most podcast platforms, including iTunes, Spotify, and Google Podcasts. If you have any questions or comments, please contact the show at [email protected].
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New research reveals people’s expectations for customer service standards
Research from the Consumer Council for Water has found that customers have a very low awareness of water company service standards – known as the Guaranteed Standards Scheme (GSS). Customers want to see any increases in payments for service failure...
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Customer views on Guaranteed Standards Scheme
Throughout 2023-24, CCW will be focussing on a new campaign to secure improved service standards, fit for a modern water industry. As part of this work, we wanted to understand customers’ views on the current statutory compensation scheme (known as...
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Blog: Welcome to Droughtcast!
Droughts hit many places hard last summer, with millions of people affected by hosepipe bans, and in some places the restrictions were not lifted and continue today. Droughts are complex beasts, comprising various types and undergoing changes over time....
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Ofwat consultation on putting water customers first: a consultation on introducing a customer-focused conditionRead more about Ofwat consultation on putting water customers first: a consultation on introducing a customer-focused condition
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DEFRA consultation on strategy for the forth round of Climate Change Adaption ReportingRead more about DEFRA consultation on strategy for the forth round of Climate Change Adaption Reporting
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Blog: Running a marathon – because everyone has the right to running water
Dr Mike Keil, Senior Director of Policy, Research and Campaigns Next weekend I will be running the Edinburgh Marathon. “Why?” I hear you ask. Well, mainly it’s due to a misplaced promise I made to my kids but it’s also...
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