Turquoise played a key role in customer insight for South West Water, researching satisfaction levels from 1993 to 2019. Our 25-year customer tracking survey monitored perceptions and areas of satisfaction and dissatisfaction over time.
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Sally Mills, Head of Customer Relations
Interviews were conducted on a monthly basis via our in-house CATI team who spoke to 1,000 customers throughout the year. All aspects of the service were discussed, including levels of satisfaction following customer-initiated contact with South West Water.
Our predictive analysis of customer behaviour provided South West Water with an ongoing measure of performance along with recommendations on how service levels could be improved. Industry measures were used by OFWAT to benchmark South West Water's level of service against other water companies.
Our water industry approach
Whether we are helping water companies understand and predict customer behaviour, driving smarter data-driven strategy, or driving organisational change, our unique model helps deliver scientifically superior results for the water industry.
Know what water consumers think, better than they know themselves. Our model uniquely unearths subconscious psychological factors that influence customer feelings and behaviours.
Our model validates deeper methodological and contextual factors behind the data, not just the data itself, which helps uncover truly relevant insight while minimising noise.
Our unique model allows water companies to accurately predict market and customer behaviour, helping to power genuinely forward-thinking strategy and decision making.
