South West Water connect around 8,000 new properties each year as well as connecting to existing properties. They have a dedicated Developer Services team to assist with everything from new domestic and commercial developments to agricultural or replacement water supplies.
The customers who are in contact with the Developer Services unit are varied ranging from private customers to house builders large and small, independent builders, surveyors etc. This group are typically involved in developing new sites, new builds as well as moving some services i.e. Moving the connection to the mains water supply in the case of a house extension. South West Water required market research to be conducted with this group in order to ensure service levels were being maintained and improved where possible.
South West Water approached Turquoise to implement a Developer Services tracking survey. This online survey was conducted weekly for 2 years with enquirers to Developer Services. Each week Turquoise emailed an online survey to these contacts. The key focus of the survey was to monitor satisfaction with the overall service provided and to track NPS and trust scores. A real time alert function also meant that those who were dissatisfied with the service could request contact from the Developer Services team during the course of the survey.
The survey highlighted areas where Developer Services needed to improve, and/or maintain their service levels for these important contacts and enabled problems to be dealt with earlier via the alert system utilised.