We launched a campaign to encourage our staff and contractors to Think Customer.

Every member of staff was invited to a Think Customer roadshow, where they were encouraged to put the needs of the customer first, whichever part of the company they work in.

We held customer focus groups, carried out surveys and studied feedback from our staff to develop a programme of initiatives to serve our customers better.

In addition, a series of presentations were made to contractors working on our behalf to raise awareness of the importance of good customer service.

Our initiatives to Think Customer included:

• Calling customers to keep them updated on progress
• Sending customer service teams to flooding or burst main incidents
• Making it easier for customers to contact us
• Seeking feedback on how we are doing
• Reducing the need for customers to contact us
• Increasing training for customer-facing teams.

The priorities of our Think Customer campaign are to make sure we deal with our customers’ queries or complaints when they first contact us, to keep our promises and commitments to them and to ensure they are kept informed.