Key Policy Successes Customer Measure of Experience Price Review - - PowerPoint PPT Presentation

Key Policy Successes Customer Measure of Experience • Price Review - £1bn saving water customers (C-MeX) • £135m Returned to customers Colin Lench • Affordability problem recognised by Government Performance Analyst/ Project Manager • Public funding to make bills fairer in South West • Watersure Scheme – 200% increase in customers helped • Improved Service - Complaints to companies falling

Background • SIM: – Drove the right company behaviour – Complaints reduced – Companies placed customer service further up their agenda – Customer service improved But………. We raised concerns

Background (Cont) – The level of penalty and incentive did not reflect a competitive market; – Companies were reluctant to communicate with customers – negative contacts; – No representation of customers who did not contact the company; and – Inconsistency

C-MeX – What We Wanted • Proposal for two separate measures – Customer satisfaction with their recent contact and complaint – For whole customer base – a measure based on customer satisfaction with value for money and Net Promoter Score (as a reputational incentive) • A financial penalty for poor complaint performance (escalated complaints) • C-MeX would lose credibility if complaints increased

C-MeX – How is it Comprised? • Elements are still in development • Contact survey similar to Customer Experience Survey in SIM but testing different scoring scales (1-5, 0-10) • Experience survey, a brief survey to gauge the views of the whole customer base • NPS will also be included in the pilot • Complaints will not form a part of the C-MeX but act as a ‘Gate’ on the higher tier of performance payments • Also a cross sector comparison ‘Gate’ for the higher payments

Conclusion • Surveys not yet finalised but: – Intended to be kept short – To be piloted in spring / summer 2018 • CCWater with companies has revised the complaints reporting guidance to include: – Complaints via social media and webchat (from October 2018) – Telephone complaints (from 2019/20)

Any questions?