The NEC Customer Feedback Strategy Award

Winner 2016 - Scottish Water

This award is open to any organisation that has a customer feedback strategy that has led to an improvement in customer satisfaction and performance. Some of the key indicators that judges were looking for included how easy organisations make it for customers to provide them with feedback and how they close the feedback loop.

The judges were really impressed with the quality of all the Feedback Strategies in this category –  but it was Scottish Water’s use of its new customer experience tool, allowing it to send a survey to customers within 24 hours of a job being closed which particularly impressed the judges. The new system enables the company to act immediately and to close the feedback loop with a positive outcome. So congratulations to everyone at Scottish Water.  A close fought contest and a well-deserved win by the sounds of it.