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31 March 19

Silver Award for complaints handling

Congratulations to the Customer Experience team on winning the Silver Award in the Customer Insight Strategy category at the UK Complaints Handling Awards in March.

The awards recognise organisations that are dedicated to successful complaint handling. They provide an invaluable opportunity to celebrate and share excellent complaint handling methods and a unique platform for companies to praise their hard-working complaint handling teams.

A team from Affinity Water – Craig Barrie, Jade Forster, Shelley Masson and Chris Pollitt – delivered a presentation at the finals. “We talked through how we’ve used customer insight to identify areas for improvement,” said Customer Insight Manager Chris.

“We also gave some examples of changes we had made and their impact, including increasing our customer satisfaction score and significantly reducing unwanted calls and complaint numbers. It’s great that we’ve been recognised with this award.”

Director of Customer Experience Amanda Reynolds said: “Just getting to the finals is a brilliant achievement and to win a Silver Award is awesome. It shows the external recognition of our customer service performance over the last couple of years. Thank you to everyone across the business for helping us to reduce our complaints.”

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