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Customer service excellence top of agenda for Affinity Water

30 November 18

Customer service excellence top of agenda for Affinity Water

Affinity Water is celebrating success at a raft of awards over the last three months as improvements made to customer service and customer satisfaction is recognised.

Affinity Water receiving the Best Customer Insight Initiative award alongside Fiona Bruce.

Affinity Water has competed against FTSE100 and FTSE 250 companies, as well as other utility companies and won multiple awards, achieving top honours at three different events:

  • Gold award for Best use of insight and feedback, and Bronze award for Best Engaging the Customer Online at the Customer Experience Awards (CXA) 2018;
  • Gold award for Best Customer Insight at the European Contact Centre and Customer Service Awards (ECCCSA);
  • Best Online Customer Experience at the Engage Awards 2018
  • Post-It Award for giving customers choice 2018

This haul of awards comes after a three-year period of really listening to customers, finding out how their experience with Affinity Water could be improved, and acting on it, improving their contact with their water company and their online experience.

Amanda Reynolds, Director of Customer Experience, said: “I am immensely proud of my team. Over the last 3 years we have seen the number of complaints we receive reduce dramatically, and customer satisfaction has increased. The team has worked incredibly hard to achieve this and we will continue to listen to customers and make further improvements.”

Most recently, on 27 November, the team attended the ECCCSA Awards where they competed with over 100 companies across 19 countries and were presented their award by Fiona Bruce and Sir Ranulph Fiennes.

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