Customer complaints to UK water companies in England and Wales have exceeded the two million mark over the last year from April 2017 - May 2017 (CCWater Annual Complaint Report 2017).
Water companies have already done a lot to improve performance and reduce the number of complaints made, although the Consumer Council for Water (CCWater) report shows that there is still a lot of work to be done.
But why is it so difficult for utility companies to reduce the number of letters and phone calls that they receive from unhappy customers?
Engine co-founder, Joe Heapy shares some service design recommendations with CX Magazine to illustrate how utility companies can make the case for a creative and purposeful approach to customer experience design to lower customer complaints.
Read the full article here