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Spotlight on excellence

Spotlight on excellence

Keeping our customers happy and well informed throughout their journey with us is at the heart of a new initiative we introduced at the beginning of the year known as ‘Being Brilliant at Customer Engagement’.

Being Brilliant involves proactive engagement with our customers on jobs assigned to Cappagh on behalf of Thames Water. On every customer job assigned, we contact the customer to introduce who we are and what we will be doing, providing reassurance and answering any questions they may have. Further contacts are made at different stages of the job by the relevant Planner to keep the customer informed. We aim for at least four customer contacts through their journey, including a follow up call after the job is completed to make sure the customer is fully satisfied.

‘This initiative, represents a significant step for Cappagh, taking accountability for the customer journey to ensure we deliver the best experience for every customer’ says Sarah Wrench, Director of Customer Engagement, ‘ we have significantly expanded the team and developed new training and processes. It has been a huge learning curve, but highly rewarding to hear the positive feedback from customers. It has been a huge team effort lead by Suzanne Monaghan, Planning and Performance Manager’. Not only are our customers happy, we are thrilled that Being Brilliant has been shortlisted as a finalist in the Thames Water Supplier Spotlight on Excellence Awards in the category ‘Outstanding Contribution to Customer Service’.

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