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Ofwat Appoint McCallum Layton For National Customer Experience Study
Thursday, May 20, 2010
Ofwat, the UK’s economic regulator for water and sewerage companies has appointed UK Research and Marketing Insight Consultancy McCallum Layton to undertake their regulatory customer experience survey which will track customer satisfaction levels across all 21 water companies in England & Wales. The survey, which will see McCallum Layton carry out over 16,000 telephone interviews per annum, will assess the quality of the end-to-end experience that consumers have when coming into direct contact with their water company.
McCallum Layton has carried out OFWAT’s regulatory DG9 survey for the last 3 years; this survey involved tracking customer satisfaction with the handling of telephone queries across all the water companies in the UK.
Sue Cox, Head of Consumer Policy at Ofwat says “We are looking forward to working with McCallum Layton on this exciting new regulatory incentive which will drive improved service to customers across the water sector.”
