How KFC Customer Care Delivered Support During The Great British Fried Chicken Crisis

Mar 7, 2018

Shortly afterwards, a pair of lorries collided near junction one, neither driver was injured.

These three junctions are in the vicinity of Rugby, where DHL – KFC’s recently appointed logistics company and only warehouse is located. With the DHL lorries stuck in the traffic as soon as they left the depot, and no other locations to send deliveries from, the delays that would lead to the KFC chicken shortage began here.

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How the Electricity Distribution Networks Perform for Customer Service on Twitter

Feb 6, 2018

There are 14 licensed distribution network operators (DNOs) and each is responsible for a regional distribution services area. The 14 DNOs are owned by six different businesses made up of Western Power Distribution, UK Power Networks, Scottish and Southern Electricity Networks, Electricity Northwest, SP Energy Networks and Northern Powergrid, all of which provide real-time support to customers on social media.

During the cold British winter many people can experience unplanned and unexpected loss of power to their properties and businesses. Without properly planning or knowledge of what to do in the event of a power cut, people can be left feeling helpless and inconvenienced. While traditional forms of offline channels are available to the public to report a power cut, this can be often inaccessible, and time consuming to use whilst also costly to provide.

Now, with the increasing popularity in smartphone usage and availability of more convenient access to direct social messaging channels, more and more people are using the power of real time social messaging channels like Twitter to contact their electricity provider, report and receive updates on the status of power cuts in their area.

The Electricity Distribution Networks provide a very high standard of emergency response, customer service and community engagement across social media, 24 hours a day, 7 days a week.

In an effort to raise the profile of the great work these teams provide to their customers around the clock, we decided to take a closer look into how the electricity distribution networks provide advice and support to customers over Twitter.

Electricity Distribution Networks Customer Service Performance on Twitter

Best Overall Performers

Western Power Distribution (WPDUK) came out on top as the best overall providers of customer service on Twitter with the best aggregate score* across inbound volume, response rate, responses under 30 mins and sentiment amongst customers.

*Accounts are programmatically scored out of 100 on our performance index across four metrics. Inbound mention volumes (25%), Response Rate (25%), Responses under 30 mins (25%) and Sentiment (25%). All metrics are available and updated every hour on HelpHandles.com

1st: Western Power Distribution
2nd: UK Powernetworks
3rd: Scottish and Southern Electricity Networks
4th: ElectricityNorthWest
5th: Northern Powergrid
6th: SP Energy Networks

Michael Clarke, Corporate Communications Officer from Western Power Distribution

Michael Clarke, Corporate Communications Officer, Western Power Distribution

Western Power Distribution prides itself on treating customers the way we would like to be treated, and our Twitter account @wpduk is a reliable source of information that provides this same world class customer service ethos. We decided quite early into our Twitter operation to provide a 24/7 service so that customers can contact us any time and know they will get a quick response to their enquiry.

We proactively deliver up-to-date power cut information and advice with updates on power cuts affecting over 500 properties, and we monitor mentions of power cuts in our area so that we can identify and respond to tweets quickly — helping customers who may not have contacted us directly. We also continue to develop our service by offering customers more ways to contact us with initiatives like a web chat facility, two-way texting and our Power Cut Reporter app.

The dedicated team of staff based at our Cardiff Contact Centre do a tremendous job responding to all initial social media customer contacts, and we’re pleased that this report recognises their hard work and reinforces the positive feedback that we receive from customers about our service.

Below is the break down on how each network provider performed for customer service on Twitter.

Response Times (First & Average Response)

Overall, the majority of the distribution networks all achieved sub 30 min response times, with Western Power Distribution the fastest to respond to customers with an 8 min first response and 6 min response on average, with only SP Energy Networks exceeding the 30 min benchmark with a 48min average response time over the month of January 2018.

1 Western Power Distribution (First & Avg Response 8min/6min)
2 Scottish and Southern Electricity Networks (First & Avg Response 14min/14min)
3 UK Power Networks (First & Avg Response 15min/29min)
4 Northern Power Grid (First & Avg Response 20min/28min)
5 Electricity North West (First & Avg Response 31min/28min)
6 SP Energy Networks (First & Avg Response 48min/52min)

Inbound Mention Volumes

UK Power Networks were the busiest for customer service on Twitter receiving the largest share of mentions with a total of 2,112 mentions over the last 4 weeks, with SP Energy Networks receiving the lowest amount of mentions with 331 mentions.

1 UK Power Networks (2,112)
2 Western Power Distribution (1,751)
3 Electricity North West (633)
4 Northern Power Grid (599)
5 Scottish and Southern Electricity Networks (594)
6 SP Energy Networks (331)

Response Rate

UK Power Networks, were most responsive responding to (68%) share of mentions to their handle on Twitter, followed by SSEN Community and Electricity NorthWest both with (66%), followed by Western Power Distribution (64%), Northern Power Grid (55% )and SP Energy Networks (48%)…

1 UK Power Networks (68%)
2 Scottish and Southern Electricity Networks (66%)
3 Electricity North West (66%)
4 Western Power Distribution (64%)
5 Northern Power Grid (55%)
6 SP Energy Networks (48%)

Responses under 30mins

Western Power Distribution had the highest percentage of responses under 30 mins, followed by SSEN Community, Electricity North West, UK Power Networks, Northern Power Grid, SP Energy Networks.

1 Western Power Distribution (98%)
2 Scottish and Southern Electricity Networks (95%)
3 Electricity North West (86%)
4 UK Power Networks (85%)
5 Northern Power Grid (84%)
6 SP Energy Networks (76%)

Sentiment

All companies performed well for sentiment over a busy 4 week period, with Western Power Distribution receiving the highest score for positive sentiment among customers followed by SSEN Community, UK Power Networks, SP Energy Networks, Electricity North West and Northern Power Grid.

1 Western Power Distribution (+17)
2 Scottish and Southern Electricity Networks (+15)
3 UK Power Networks (+11)
4 SP Energy Networks (+9)
5 Electricity North West (+7)
6 Northern Power Grid (+7)

Conclusion

Experiencing an unexpected loss of power can be a stressful experience, leaving many people feeling unprepared and helpless. By making themselves available on real-time social media channels like Twitter, the Electricity Distribution Networks are able to provide customers a rapid response, at a lower cost than more traditional service channels.

The Electricity Distribution Networks offer a world class digital social customer service to customers over Twitter and for this they rank highly on the HelpHandles™ performance index.

However, given the significant investment and efforts in digital social customer service there is still a lack of information on the availability and quality of service via social media and the service levels customers can expect from the Electricity Distribution Networks.

In light of this, there is massive opportunity for the Electricity Distribution Networks to maximise their investment in customer service over Twitter. By using HelpHandles™ public profiles and performance dashboards the Electricity Distribution Networks can effectively monitor and benchmark their performance against industry standards and best-in-class companies while also providing their customers with a real-time customer service health status via their own dedicated HelpHandles™ public profiles and additional website integrations to help manage customer expectation, increase customer satisfaction and build better reputation for customer service on Twitter.

How HMRC Customer Support Delivers Self-Assessment Tax Advice on Twitter

Feb 1, 2018

Every year millions of people across the U.K with businesses and other income face a last minute rush to complete and pay their self-assessment tax before the online filing deadline (midnight on 31st January) or otherwise face penalties of £100 for late filing during the first three months after the deadline.

For those attempting to file a tax return themselves online, without the help of an accountant, the process is not always straight forward. Filing a self-assessment online requires pre-registration and a Unique Tax Reference (UTR) which can take up to 10 working days to be confirmed by post. There are also other options to consider for individuals with unique circumstances, those living abroad for example are required to fill in special forms, together with a detailed understanding of the online form process creates a huge demand from the British public for fast and efficient access to customer support and information, which historically has been difficult and costly to service at scale via more traditional offline contact channels.

Enter Her Majesty’s Revenue and Customs Customer Support team, providing help with general queries to their 22.4k followers on Twitter, Monday to Friday 8am — 10pm, Saturday 8am — 10pm and Sunday 9am — 10pm.

Now the self assessment deadline has passed, and the HMRC Customer Support Team have had a well deserved rest, we thought we would take a timely look into how the HMRC Customer Support team performed leading up to and on the 31st January online filing deadline. (27th Jan to 31st Jan 2018)

Inbound Mention Volume

The HMRC Customer Support team were certainly busy over the last week, receiving over 6,000 mentions to their help handle, placing them in the Top 10% of help handles by volume on the HelpHandles™ performance index.

Response Rate

The team were working hard over this busy time ensuring that customers received responses to their tax queries. Over the last 7 days HMRC Customer Support responded to over 4,000 mentions a 65% response rate, placing them in the Top 30% best performing teams for responsiveness on HelpHandles™

Responses under 30mins

They were not only just responsive to customers, they were lightening fast too. The HMRC Customer Support Team responded to (3,618) 90% of those mentions inside 30 mins. Again performing well above the average for the Government category and placing them in the Top 30% of companies providing support on HelpHandles™…

Twitter Support Coverage

The HMRC Customer Support team were consistently busy over their serviceable hours averaging between 200-300 replies per hour throughout the week from 8am GMT and even replying out of hours to ensure people got the help they needed after 10pm GMT time right up until the 31 January deadline.

A solid performance from the team…

Popular Hashtags

The most popular hashtags over the week leading up to the online filing deadline were #selfassessment, #hmrc #tax customers went to great lengths to show their appreciation for the teams assistance even including the #helpful hashtag in their correspondence…

Sentiment

This was also confirmed with an overall positive sentiment score for the HMRC Customer Support team…proving that their hard work helping customers was not an effort wasted…

Conclusion

In today’s increasingly demanding and fast-paced world, individuals and families are constantly having to balance multiple conflicting priorities, and pressures. By making themselves available in real time on channels like Twitter, the HMRC team of experts are able to provide fast, extremely detailed, and personalised advice and support to those who need it, helping people navigate the wealth of information required to submit an online tax return on time, avoiding additional stress and financial penalties.

For this, the HMRC Customer Support team receive our respect and applause and are deservedly ranked in our top 10% of help handles on Twitter over the week leading up to and on self-assessment tax filing day.

How Amazon Help Delivers On Demand Customer Service on Twitter

Jan 30, 2018

A global consumer-tech giant, the largest Internet retailer in the world, the worlds largest provider of cloud infrastructure services, the fourth most valuable public company in the world, and the eighth largest employer in the United States.

Founded by Jeff Bezos, Amazon.com started life as a humble online bookstore accessed by the public over a 56k dial-up modem, on Netscape Navigator or Internet Explorer 1.0 during those heady days of the mid-90’s.

Over the last two decades, Amazon has gone from strength to strength. Building on its foundations of convenience, Amazon has diversified across a broad range of innovative products and services, capitalising on mass market opportunities in consumer technology and e-commerce, experiencing massive growth as a result.

Super Saturday or Panic Saturday is the last Saturday before Christmas, a major day of revenue where retailers tend to compete with each other, offering significant discounts and extended store hours in an attempt to attract customers and drive impulse buying.

Super Saturday marks the end of the shopping season in which retailers and many customers believe begins on Black Friday.

With a bold mission to be “Earth’s most customer centric company”, we decided to take a close look at how the Amazon Help team delivered customer service on Twitter over the most popular day in the calendar year for retail shopping, Saturday 23rd December 2017, most commonly known as Super Saturday.

Inbound Mention Volume

Looking at HelpHandles™ historical data, Amazon Help were significantly busier on Super Saturday, receiving a +62% (1,223) more mentions to its help handle over Black Friday.

Black Friday Inbound Mentions Amazon Help

Friday 27 November 2017 (Black Friday)

Super Saturday Inbound Mentions Amazon Help

Sat 23 December 2017 (Super Saturday)

Over a period of 24 hours, Amazon Help received a total of 3,189 mentions to their help handle placing them in the top 10% of help handles by volume on Twitter.

Response Rate

On Super Saturday, the Amazon Help support team responded to 43% (1,371) of mentions received to their help handle…

Responses under 30mins

…of which 97% (1,330) of those responses were made quickly in under 30 mins.

Twitter Support Coverage

The Amazon Help team were busy over Super Saturday, with customer service peaking at 9am GMT time responding to customers at a rate of 110 replies per hour and again at 3pm, GMT with 100 replies per hour.

Top Hashtags

Amazon customers were a demanding bunch over Super Saturday…

Sentiment

Many customers were left frustrated on Super Saturday with what seemed to be problems with Amazon’s estimated delivery times. Despite this the Amazon Help customer service team did a great job in reaching out and providing timely, assistance to customers offering resolutions and alternative means of correspondence where necessary.

Conclusion

There’s no doubt that the likes of Amazon have created a consumer culture where expectation is at an all time high, putting companies who cannot provide on demand products and services at risk to those that can.

From our analysis of Amazon Help on Twitter, providing on demand products and services is still a challenge, its certainly not plain sailing with some customers experiencing delays and issues with their orders. It’s obviously tough to deliver to such high expectations, but that doesn’t stop Amazon from relentlessly pushing the boundaries of what’s possible, and investing in supporting their customers on real-time channels like Twitter, providing round the clock, open communication to those who need it, outside of their own-ecosystem is just one example of Amazon’s commitment to customers.

What I admire the most about Amazon is their ability to constantly innovate, adapt and set the bar higher— failure is not an option. This is the company that is committed to commercialising rapid drone delivery, developing cashier-less stores, and bringing deliveries inside of the home, making the inaccessible, accessible and the unbelievable, believable.

So, where does that leave the rest of us? Well it would seem fitting to end this story by quoting Jeff Bezos in his April 2016 letter to Amazon shareholders…

‘Jeff, what does Day 2 look like?’

That’s a question I just got at our most recent all-hands meeting. I’ve been reminding people that it’s Day 1 for a couple of decades. I work in an Amazon building named Day 1, and when I moved buildings, I took the name with me. I spend time thinking about this topic.

‘Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that is why it is always Day 1.’

How the UK’s ‘Big Four Banks’ Perform for Customer Service on Twitter

Jan 16, 2018

The ‘Big Four Banks’ is a term used to describe the largest banking groups in the UK, made up of (Barclays, HSBC, Lloyd’s Banking Group and Royal Bank of Scotland Group) they manage approx 75% of all current accounts and 85% of business accounts in the UK.

Since the global financial crisis 10 years ago, the UK’s big four banks have been under increasing pressure from the Government to reform and diversify. With cash and cheque transactions diminishing in favour of more convenient electronic payment, online and mobile app usage by millions of customers, many of the UK’s major banks have been left to evaluate the viability of their traditional bricks and mortar branch networks.

According to Which? part of the independent consumer association, more than 482 branches belonging to the major high street banks were axed for good in 2017, sending the number of branch closures soaring to more than 1,500 over just three years, since 2015.

For this edition on the UK Banking sector we take a close look at how the UK’s ‘Big Four Banks’, Barclays UK Help, HSBC UK, RBS Group* (incl RBS Help, NatWest Help and Ulster Bank Help), and Lloyd’s Bank Group* (incl Ask Lloyds Bank, Ask Halifax Bank and Ask Bank of Scot) performed for customer service on Twitter.

UK’s ‘Big Four Banks’ Social Customer Service Benchmark

Over a period of 8 weeks, the UK’s big four banks received 64,823 mentions to their help handles on Twitter.

Source: www.helphandles.com 01/11/2017–31/12/2017

Best Overall Performers

RBS Group* and Barclays UK Help came out on top as the best overall providers of customer service on Twitter with the best aggregate score* across inbound volume, response rate, responses under 30 mins and sentiment amongst customers.

*Accounts are programmatically scored out of 100 on our performance index across four metrics. Inbound mention volumes (25%), Response Rate (25%), Responses under 30 mins (25%) and Sentiment (25%). All metrics are available and updated every hour on HelpHandles.com

1st: RBS Group* (RBS Help, NatWest Help, Ulster Bank Help)
2nd: Barclays UK Help
3rd: HSBC UK
4th: Lloyd’s Bank Group* (Ask Lloyds Bank, Ask Halifax Bank, Ask Bank of Scotland)

Below is the break down on how each bank performed for customer service on Twitter.

First Response Time

RBS Group had the fastest response times among the big four banks, with a first response of 11 mins across the groups help handles, followed by Barclays UK Help, 20 mins. Lloyd’s Bank Group and HSBC UK had the slowest first response times of just under an hour with 55 mins and 59 mins respectively.

  1. RBS Group* (11 mins)
  2. Barclays UK Help (20 mins)
  3. HSBC UK (55 mins)
  4. Lloyd’s Bank Group*(59 mins)

Average Response

Similarly, RBS Group* maintained the fastest response time out of the big four banks with a 12 min average response time, with HSBC UK and Lloyd’s Bank Group* the slowest coming in just under one hour.

  1. RBS Group* (11 mins)
  2. Barclays UK Help (20 mins)
  3. HSBC UK (50 mins)
  4. Lloyd’s Bank Group*(56 mins)

Inbound Volume

Lloyds Bank Group* were the busiest for customer service on Twitter receiving the largest share of mentions with a whopping total of 26,278 mentions over the last 8 weeks, with HSBC UK receiving the lowest amount of mentions with 10,212 mentions.

  1. Lloyd’s Bank Group* (26,278)
  2. RBS Group* (15,118)
  3. Barclays UK Help (13, 215)
  4. HSBC UK (10,212)

Response Rate

Barclays UK Help, were most responsive responding to (79%) share of mentions to their help handle on Twitter, followed by RBS Group (77%), Lloyds Bank Group (68%) and HSBC (58%)…

  1. Barclays UK Help (79%)
  2. RBS Group* (77%)
  3. Lloyd s Bank Group* (68%)
  4. HSBC UK (58%)

Responses under 30 mins

RBS Group* had the highest percentage of responses under 30 mins, followed by Barclays UK Help, HSBC UK and Lloyd’s Bank Group*…

  1. RBS Group* (95%)
  2. Barclays UK Help (84%)
  3. HSBC UK (84%)
  4. Lloyd’s Bank Group (55%)

Sentiment

All companies performed well for sentiment over a busy 8 week period, with HSBC UK, and Barclays UK Help coming out top with the highest sentiment score, followed by RBS Group*, and Lloyd’s Bank Group*.

  1. HSBC UK (+9)
  2. Barclays UK Help (+8)
  3. RBS Group* (+7)
  4. Lloyd s Bank Group* (+6)

In the below thread, Corrina @Barclays UK Help exemplifies everything that’s great about delivering fast, responsive, personal service on Twitter. Corrina, proactively engages with a customer, helping them to resolve a problem with their mobile banking app. This results in the real-time transformation of a disgruntled detractor into a satisfied promoter.

Nice work Corrina!

Conclusion

For decades, British banks have held a tight grasp on their customer relationships, maintaining the majority share of current and business accounts leaving very little room for movement, but now, gradually, a brave new world is emerging.

With the development of; Open Banking, regulation around payment services, fintech innovation and crypto-currencies; trust, transparency and competition will be placed at the very heart of the UK banking sector.

The journey will be far from linear, but in this new world customers will be offered more choice and will be empowered to take more control of their data and finances, leaving banks to adopt an entirely different role in people’s lives. A role that will be focused on transparency and building trust with consumers, this in-turn will create new opportunities for banks to compete and deliver on customer experience at scale for the benefit of everyone.

Delivering Personalized Customer Service with Barry Allison, Founder of Ski Connexions

Oct 31, 2017

It’s been over 10 years since I first met Barry Allison on the Yes Improvement Programme in Whistler. At that time, i’d taken a career break to spend some time in the mountains and train as a ski instructor. Barry was a ski coach on the programme, and leading operations in resort. His job was to pass on his expertise, coach me through my CSIA (Canadian Ski Instructors Alliance) exams and make my stay in Whistler a memorable one. He did a great job!

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How The UK’s Water 💦 & Sewerage 💩 Suppliers Perform for Customer Service on Twitter

Sep 27, 2017

These companies are responsible for providing a continuous supply of clean water of adequate pressure to all customers in an agreed geographical area. Currently customers in the UK are unable to switch from one supplier to another, with water rates controlled by independent regulator Ofwat.

Similar to the electric and gas industry, water companies have come under close scrutiny from the British public, where a lack of competition, increasing water rates, record breaking fines for leakages and poor investment in modern complaints and customer service processes have added to a growing dissatisfaction and frustration amongst UK consumers. These same consumers are turning to social media channels to vent their frustrations and ask for help.

Last week the Consumer Council for Water published their annual report on Consumer Complaints. Despite water companies receiving over 2m+ contacts last year from customers, there was a clear trend towards an overall decline in the number of written complaints and unwanted telephone contacts being made to water companies over the last 7 years, since 2010.

Written complaints and unwanted contacts fall since 2010

Source: Consumer Council For Water Report 2016/2017

With this significant fall in both written complaints and the number of issues having to be dealt with over the phone, customers are increasingly turning to social media to seek help, so we decided to take a close look at how the UK’s Water & Sewerage companies perform for customer service on Twitter.

UK Water & Sewerage Social Customer Service Performance

Over the last quarter, the UK’s water and sewerage suppliers received 27,612 direct mentions to their help handles on Twitter.

Source: www.helphandles.com 01/07/2017–26/09/2017

Water & Sewerage Suppliers Customer Service Performance on Twitter 01/07/2017–26/09/2017

Severn Trent Water & Anglian Water ranked as the best overall performers for customer service on Twitter, with the best aggregate score* across inbound volume, response rate, responses under 30 mins and sentiment amongst customers, followed by Yorkshire Water and Scottish Water.

*Accounts are programmatically scored out of 100 on our performance index across 4 metrics. Inbound mention volumes (25%), Response Rate (25%), Responses under 30 mins (25%) and Sentiment (25%). All metrics are available and updated every hour on HelpHandles.com

The worst performers for customer service on Twitter were Southern Water, Northumbrian Water, and Wessex Water.

Best Overall Performers

  1. Severn Trent
  2. Anglian Water
  3. Yorkshire Water Help

  4. Scottish Water

  5. Thames Water
  6. Welsh Water
  7. United Utilities
    Worst Performers

  8. Wessex Water

  9. Northumbrian Water
  10. Southern Water

First Response

Thames Water & Severn Trent Water were the fastest to respond to customers with a 32 min and 33 min first response between (July — Sept 17). Southern Water were the slowest to respond with a first response of 6 hrs 15 mins

Thames Water: 32 min
Severen Trent: 33 min
Scottish Water: 59 min
Yorkshire Water Help: 1 hr 18 min
Anglian Water: 1 hr 26 min
Welsh Water: 1 hr 59 min
Northumbrian Water: 2 hr 8 min
Wessex Water: 2 hr 10 min
United Utilities: 3 hr 27 min
Southern Water: 6 hr 15 min

Average Response

Similarly, Severn Trent and Thames Water maintained the fastest response on average with 28 mins and 33 min respectively, while Southern Water were the slowest on average with a 5hr 58min response time.

Severen Trent: 29 min
Thames Water: 30 min
Scottish Water: 1 hr 4 min
Yorkshire Water Help: 1 hr 11 min
Anglian Water: 1 hr 16 min
Wessex Water: 2 hr 1 min
Northumbrian Water: 2 hr 4 min
Welsh Water: 2 hr 50 min
United Utilities: 3 hr 19 min
Southern Water: 5 hr 58 min

Inbound Volume

Thames Water were the busiest water company for customer service on Twitter receiving a total of 8,837 mentions between July — Sept 17 period, while Wessex Water received the lowest amount of mentions with just 546 mentions.

Thames Water: 8,837
United Utilities: 4,867
Severn Trent: 3,832
Anglian Water: 2,626
Scottish Water: 2,117
Welsh Water: 1,552
Southern Water: 1,330
Yorkshire Water Help: 1,116
Northumbrian Water: 789
Wessex Water: 546

Response Rate

Scottish Water were the most responsive to customers on Twitter answering 93% of mentions to their Twitter handle, together with Yorkshire Water, Severn Trent and Anglian Water they were the only companies who achieved a sub +50% response rate. All other water companies responded to less than -50% of mentions, with Wessex Water performing the worst with just 24% of mentions replied to between July — September 17.

Scottish Water: 93%
Yorkshire Water Help: 65%
Severn Trent: 54%
Anglian Water: 53%

Thames Water: 46%
United Utilities: 44%
Welsh Water: 37%
Northumbrian Water: 37%
Southern Water: 31%
Wessex Water: 24%

Responses under 30mins

Yorkshire Water and Thames Water had the highest percentage of mentions responded to in under 30 mins followed closely by Severn Trent Water, Scottish Water and Anglian Water.

Yorkshire Water Help: 79%
Thames Water: 79%
Severn Trent: 78%
Scottish Water: 76%
Anglian Water: 75%
Northumbrian Water: 66%
Wessex Water: 63%
Welsh Water: 53%
United Utilities: 52%
Southern Water: 38%

Sentiment

Anglian Water were the outstanding performers over the July — Sept 17 period with the highest sentiment score of +20 points amongst conversations with customers on Twitter. United Utilities and Thames Water scored the lowest for sentiment.

Anglian Water Sentiment Report +20

Access over 650+ brands sentiment reports on HelpHandles.com

Yorkshire Water Help: +15
Welsh Water: +13
Wessex Water: +12
Severn Trent: +7
Scottish Water: +5
Northumbrian Water: +5
Southern Water: +5
Thames Water: +2
United Utilities: –

Conclusion

The recent complaints report published by the Consumer Council for Water shows a direct correlation of the rise and impact of mobile messaging channels for customer service and digital communications.

Customer service on mobile messaging channels is more convenient for customers and cheaper and more efficient to support than legacy channels like phone, email and if I have to say it snail mail. 🐌 📬

Written complaints fall by 11%

For the first time in more than 20 years, fewer than 100,000 written complaints were received by the water companies of England and Wales. In total, companies received 95,274 written complaints, an 11% fall on the previous year and a continuation of the downward trend seen since the peak year of 2007–08 when over 273,000 written complaints were made against water companies.

Source: Consumer Council For Water Report 2016/2017

http://discoverwater.co.uk/complaints

In a heavy regulated industry, change can be slow, and innovation can be even slower. But with consumers currently frustrated with existing legacy processes and the rise in the adoption of more convenient mobile messaging channels, water companies are now having to embrace the new world to improve the overall customer experience and bring customer service into the 21st century.