Author： Skellett Colin
Publisher： Emerald Group Publishing Ltd
ISSN： 0960-4529
Source： Managing Service Quality, Vol.5, Iss.4, 1995-04, pp. : 22-24
Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.
Abstract
Describes how Wessex Water initiated a customer consultation exercise under the slogan "How far should we go?" to understand more fully what customers really expected and endorse future spending plans. An explanatory leaflet was sent to all 900,000 account holders in addition to various other interest groups and face-to-face interviews were held with 1,200 customers. Over two-thirds of responses favoured the option of continued progress. Findings of the research have led to enhanced customer services, with the introduction of a "water quality hotline" for customers to obtain specific information and a community contact programme under which a representative from Wessex Water regularly visits towns where there is no local office. In addition, a "Partnership 2000" programme has recently been launched, designed to strengthen links with customers, give real service guarantees and a commitment to share the benefits of capital efficiency with customers.
Related content
Employment and the Meeting of Human Needs
Management Decision, Vol. 16, Iss. 6, 1978-12 ,pp. :
Access to resources
Recommend
An analytical methodology for identifying the latent needs of customers
Total Quality Management & Business Excellence, Vol. 24, Iss. 11-12, 2013-12 ,pp. :
Meeting customers' requirements and what can be expected
The TQM Magazine, Vol. 11, Iss. 6, 1999-06 ,pp. :
Meeting real needs with real products
Strategy and Leadership, Vol. 29, Iss. 1, 2001-02 ,pp. :