Scottish Water wins top marks for its customer service

Published on Wednesday 7 October 2009 20:08

SCOTTISH Water has become one of the first organisations in the UK to win recognition under a new customer services scheme.

The utility has been be awarded the Institute of Customer Service (ICS) ServiceMark. Shirley McNabney, the membership director of ICS, visited Scottish Water's Edinburgh office yesterday to mark the firm achieving the new standard.

McNabney said: "Visiting Edinburgh and seeing first-hand how Scottish Water is striving for customer service excellence was an interesting and rewarding experience.

"Witnessing how field staff integrate with the contact centre and customers illustrated the commitment to constantly improving the service they provide."

Scottish Water was part of the pilot for the award. Applying for accreditation was a culmination of a number of surveys with staff and customers to understand if customer service was implemented equally at all levels of the business – from engineers fixing burst water mains to contact centre staff.