Turquoise Thinking provides utilities market research to a number of Oil & Gas, Electricity and Water companies on an ongoing basis, including regular tracking research for South Staffs Water (SSC).
In 2019, South Staffs approached Turquoise, keen to review their Customer Promise Tracking Study to see how it could be optimised. Turquoise designed and implemented a customer tracker for SSC and have been working with them ever since on an ongoing basis.
- Overall service
- Value for money
- How quickly leaks are repaired
- Water quality
- Reliability of water supply
- Water pressure
The customer tracker also measures agreement with brand statements, trust of South Staffs Water, brand perceptions and customer attitudes.
Over the years, the customer tracker has been adapted where necessary to keep in line with South Staffs objectives and maintain relevancy. For example, new questions regarding the pandemic were added in order to monitor and track the impact of COVID-19 on customers.
The methodology used has also been altered over time to optimise results. The customer tracker research started out exclusively as a telephone sample and moved to a mixed methodology of telephone and online in order to better reach the target demographic.
The customer tracker research highlights areas of concern for customers, allowing South Staffs to drive improvements based on the findings; as well as highlighting areas where South Staffs is performing well, to ensure service levels are maintained in these areas.