Refreshing new look for www.nwl.co.uk

01.10.2009

A refreshed world of water is only a click away as a local water company launches its new-look website.

Northumbrian Water’s website, www.nwl.co.uk, now has a number of exciting new features designed to increase customer satisfaction.

Internet users can get information from a virtual customer service advisor, do an ‘In your area’ postcode information search and explore an online environment map that highlights spots of conservational interest and provides ideas for free family days out.

Each web page has been given a makeover in line with Northumbrian Water’s new brand identity, which honours the water company’s traditional blue and green corporate colour scheme. The fresh, uncluttered layout and use of white space is complimented by dynamic water imagery.

David Hall, head of corporate affairs at Northumbrian Water, said: “Understanding and meeting the needs of customers is at the heart of everything Northumbrian Water does and we are passionate about getting it right for customers first time, every time.

“Our refreshed website not only looks more attractive visually, it also offers a clear improvement in our customer service offering with the use of emerging technology.”

Northumbrian Water’s virtual customer service advisors provide an informative reply to questions, 24 hours a day, seven days a week. During its trial period from July this year, more than 790 visitors to the website have used the service, with each visitor asking an average of four questions each time. More than 96% of all questions have been resolved first time.

The virtual customer service advisor improves customer service and reduces the need for people to ring the Northumbrian Water contact centre with routine enquiries.

The ‘In your area’ section is designed to improve the availability of up-to-date, local information for customers. By entering a postcode, users can find out more about water quality and find details of improvement work being carried out within a five-mile radius.

Northumbrian Water’s environment map, at www.nwl.co.uk/EnvironmentMap.aspx, pinpoints reservoirs, wetlands and nature reserves across its supply region, from Berwick down to North Yorkshire and across to the Pennines.

The map includes some of the North East’s most spectacular places for walking, fishing, bird watching, cycling or simply relaxing with a picnic. These include Derwent Reservoir in County Durham, Scaling Dam within the North York Moors and Kielder Water & Forest Park in Northumberland. A downloadable factsheet for each site is available, providing information on items of conservational and scientific interest.

For more information contact Leanne Clough on 0191 301 6733 or log on to www.nwl.co.uk.

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