It's vital that we respond to our customers' needs and preferences. To help us understand exactly what those are we do our best to provide opportunities for dialogue and feedback.
Quarterly customer satisfaction survey
Focus groups on specific topics (e.g. brand awareness)
Community Team activity
Company presentations to community groups
the use of social media (including our facebook and twitter pages)
qualitative survey of customer views as part of SIM (Service Incentive Mechanism - the industry measure of customer service)
Customer engagement in support of the Business Plan to 2020
During 2013/14 we carried out our largest ever programme of customer engagement. This was in support of our Business Plan to 2020, which was first published in December 2013 then given the final approval by Ofwat in December 2014. It was vital to us that the plan reflected what customers wanted from us in terms of their priorities for improvement and what they would be prepared to pay for. From online polls to roadshows alongside Heart FM, we did our best to capture as many peoples' opinions as possible.