Have you met Flo? She’s our big blue van, our customer engagement vehicle, who travels to your local communities with her team of Customer Heroes who want you all to Have Your Say.
Great customer service is very important to us. We aim to get things right first time, every time and are always looking to improve. A great way to do this is by listening to our customers and acting on what they say.
Throughout our business planning process and in the run up to the industry wide price review in 2019 (and beyond) we’d like you to have your say on a number of topics. Your thoughts will help to shape our business plan and make sure we are delivering the services you want from us.
Look out for Flo at your community events or why not join our Have Your Say Forum, an online platform where you can participate in discussions, polls and surveys.
On the forum you will be able to share your views and discuss a range of topics about the services we provide. Your feedback is important to us, and allows us to shape the services we provide in the way that you want us to. Registration is quick and easy. Click here to Have your Say.
Continuous Customer Research and Participation
We talk to our customers all the time, using various research methods. We work with independent research agencies that help us to understand the views of customers and other stakeholders in a balanced way.
Our continuous conversations with our customers help us understand:
• The standards customers expect of us
• What improvements customers want us to make (and how), and
• What customers think is most important.
We strive to understand all our many different types of customers, including future generations, and especially customers whose circumstances could make them vulnerable.
If you are invited to take part in our customer research, please get involved. We really value everyone’s views, and the experience is usually interesting and fun. We work to the Market Research Society Code of Conduct, which means that all your views are confidential.
You can volunteer to take part in future customer research by clicking here.
From customer consultation to a culture of customer participation: The Northumbrian Water Group Ambition.