Read the full case study from Customer Strategy & Planning 2019.

At Anglian Water, the Customer Service operation has put customers at the heart of what they do and focussed on employee wellbeing and good work/life balance. The experienced planning team sits at the heart of this transformation, leading cultural change and connecting people across the business. Planners have found new ways to be more people-centric. They lead the delivery of change from ‘Love to Listen’ survey feedback, including initiatives on work-life balance, communication and personal development. Customer Service staff are truly empowered to go the extra mile for customers, with a proactive strategy that is popular with customers and has cut both inbound contacts and complaints. Customer and colleague satisfaction scores are up, whilst 40% of staff are on their preferred shifts.

Key Results

• Anglian Water hit the number 1 spot again in OFWAT’s SIM score
• 59% of agents gave worklife balance 5 out of 5
• 20k more calls answered since changes in opening hours
• Wait time for customers is down 5 secs from 18 to 13
• 2% rise in Schedule Fit (July 18 year on year)

First published in the 2019 Best Practice Guide