What is about to happen? The water market in England is changing! It will be opening to competition on 1st April 2017. What does this mean? It simply means that small business customers will be able to get the lowest possible price for their water. It will be the first time that the customer can…
SSE is a British electric utility company headquartered in Perth, Scotland. At a time when the energy market was deregulating there was the requirement to measure loyalty amongst SSE customers in order to ensure all was done to retain customers. Objective To identify customer / organisation needs in the developing deregulated energy market, to identify which…
Turquoise have been tracking customer satisfaction levels on behalf of South West Water since 1997. The survey was set up to establish and monitor customer perceptions over time as well as to highlight and monitor particular areas of customer satisfaction and dissatisfaction. Objective To measure all aspects of the service provided and measure levels of…
Npower had around 1.1 million customers who had signed up to Paperless Billing. In order to grow this number the client was keen to explore potential barriers that exist to use this form of billing and therefore what messages will aid take up. The client was also keen to identify customer segments to target. Objective To improve usage…