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Enhancing Customer Support in Water Services Market | Consumer Issues Workshop

Join Alan Lovell, Chair of Consumer Council for Water, for insights on supporting business and household customers in the evolving water services market. Share your views on strategic planning, customer awareness, complaint handling, and service improvements.

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Enhancing Customer Support in Water Services Market | Consumer Issues Workshop

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  1. 3rd October 2016 Consumer Issues Workshop Alan Lovell Chair Consumer Council for Water

  2. Issues from our Wales and regional stakeholder events

  3. The impacts of non –household competition Business customers will need our support to answer their queries and to fix problems when things go wrong They will need an advocate when big issues need tackling There will also be impacts for customers in Wales We want to understand your views on how weshould support non-household customers

  4. Non – household competition Our planned strategic focus: • Help raise customer awareness of the market • Engage with retailers • Publish performance information on retailers • Monitor consumer protection measures • Provide impartial advice and information • Keep a watch on service provided by companies in Wales And of course handle customer complaints Is that the right mix? Is there anything we have missed?

  5. CCWater research On the shelf • Uncharted Waters, Jun ‘14 • Testing the Waters, Jul ‘14 • Exit Strategies, Nov ‘14 • Lessons Learned, Dec ‘14 • Uncharted Waters: Phase 2, Jan ’16 • Open for Business: Learning from Scottish Experience, August ‘16 • Almost done • Testing the Waters, October ‘16

  6. Customers worry about… Contracts that automatically roll-over and/or tie in customers Mis-selling, cold calling, hard sell and limited cool-off period Lessons Learned, Dec 2014 Open for Business, Aug 2016 Customer detriment to those forced to switch due to retail exit Awareness of market, retailers, renegotiation as an option Getting complaints resolved promptly

  7. Issues to consider inbreakout group: As we aim to best support non-household customers before, during and after the market opens • Does our strategic plan cover the right issues? • Is there anything we have missed? We also want to explore with you • How far should wholesalers should retain a NHH customer service function?

  8. Household retail competition

  9. Household retail competition Our planned strategic focus • Inform decision makers of household customers’ expectations and requirements as retail competition is considered • If the market for household customers goes ahead • consider the policy issues around metering, disconnection, social tariffs and cross-subsidies • ensure protections are in place to avoid detriment and • plan how we should best support household customers if the market opens Is that the right mix? Is there anything we have missed?

  10. CCWater research – household customers’ views • 56% like idea of having a choice of water retailer • But the majority (63%) expect a price saving to make switching retailer worthwhile for them Percentage of customers who would consider switching for specific savings

  11. Issues to consider inbreakout group • On our strategic approach • Is that the right mix? Is there anything we have missed? • What is the best approach to avoid customer detriment when considering metering, disconnection, social tariffs and cross-subsidies? • What new protections would be needed for household customers over and above the non-household protections?

  12. Customer service – pushing it to the next level Written complaints to water companies Complaints about water companies to CCWater • The industry has improved significantly, complaints are less than half the number from the peak in 2007/08 • The SIM has helped deliver the right company behaviour • But what next?

  13. Customer service – pushing it to the next level Our planned strategic focus • Praise the better performers and criticise the poor performers • Advocate for a measure of consumer perception on satisfaction with value for money and service • Stress need for new SIM to drive right company behaviour and encourage companies to liaise with customers • Highlight and share good practice Is that the right mix? Is there anything we have missed?

  14. Issues to consider inbreakout group • On our strategic approach • Is that the right mix? Is there anything we have missed? • How much further the industry can go to improve its customer service? • What does the industry need to do next to evolve? • How should the industry share good practice?

  15. And finally… Thank you for your thoughts and views today Draft Forward Work Programme is due out late November Comments by early January

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