Consumer complaints to CCWaterincreased by 11% in 2017-18

5 WAYS TO BOOST YOUR SIM SCORE

Here are 5 ways you can do that, based on our expertise and experience:

1 TAKE A GOOD LOOK AT WHY CUSTOMERS ARE GETTING IN TOUCH

High call volumes are a sign that something isn’t going right for customers. By understanding the contact your call centre receives, you can find the pain points - and avoid unwanted calls.

OFWAT PENALISES (OR REWARDS) COMPANIES ACCORDING TO SIM SCORE, WHILE CCWATER CLOSELY MONITORSTHOSE RECIEVING 25% MORE COMPLAINTS OR UNWANTED CONTACT THAN INDUSTRY AVERAGE. PUT SHORT IT REALLY DOES PAY TO OPTIMISE YOUR CUSTOMER COMMUNICATIONS.

THE NUMBER OF UNWANTED PHONE CONTACTS IN 2017/18

TWO MILLION

2 MAKE INFORMATION CLEAR AND ACCESSIBLE

3 TAKE BILLING TO THE NEXT LEVEL

With easy-to-digest answers to customer questions like these, you can give people less reason to call. Innovative solutions like PERSONALISED VIDEO let you take things even further, by send-ing customers communications tailored just for them in a highly engaging format.

It’s a simple equation. Better statements equal fewer calls, and complaints due to misunderstandings. With a statementredesign, you can highlight what matters and clarify details.50%

OF COMPLAINTS WERE ABOUT BILLING AND CHARGES

HOW DOES WATER CONSUMPTION WORK ?

HOW DO YOU CALCULATE MY BILL ?

HOW CAN I SAVE MONEY ?

i

4 BE PROACTIVE

You may not be able to avoid things like outages or shortages. But through trigger comms, you can help customers avoid unpleasant surprises and plan ahead.

You can also consider:

- Sending pre-bill SMS messages

- Email warnings about higher than expected bills

- Informing them that a reading is only estimated

In general, it’s good to keep the lines of communication open - often, one customer’s feedback can prove vital in improving the services for everyone.

5 Educate your customers

Helpful marketing campaigns can educate your customers to understand how things work.

For example, useful tips on water consumption or information regarding routine questions can be delivered digitally in real time reducing unnecessary call centre traffic and improving customer engagement.

GOOD TO KNOWA few key points can help inform your customer communication strategy.

- Ofwat’s SIM measures how you’ve handled all contact with your customers, scoring against customer satisfaction as well as complaints

- Surges in complaints are often due to new billing systems, policy changes or extreme weather.

- CCWater will soon begin monitoring customer contact that comes through social media and webchat.

WHAT COMMUNISIS CAN DO FOR YOU

Helping water companies with SIM scores is just one way we help organisations across many sectors achieve their operational and customer experience goals - whether by helping customers through transactions, reducing unwanted contact, or making the most of calls that matter.

Here are a few of the practical fixes and customer journey interventionswe use to help you with your business needs:

Multi-ChannelCommunications

PersonalisedVideo

InformationDesign

DocumentComposition

Secure DocumentDelivery

Want to find out how Communisis can help improve your SIM score, avoid penalties, and prepare for the future of customer communications?

CONTACT :

Lucinda Trotman, Buisness Development Director

Call me on 07712 545 245 or email Lucinda.Trotman@communisis.com