using the customer’s perspective to drive employee ...€¦ · start slide subheading in here...
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Using the Customer’s perspective to drive employee engagement and increase customer engagement
About Anglian Water
https://www.anglianwater.co.uk/about-us/our-company.aspx
• We’re the largest water and water recycling company in England and Wales by geographic area.
• We’re also one of the driest regions in the country, with just 600 millimetres of rain each year, on average a third less than the rest of England.
• Designated area for serious water stress
The customer’s perspective
https://www.anglianwater.co.uk/about-us/our-10-customer-outcomes.aspx
Water Saving targets:• Resilient Services• Satisfied Customers• Flourishing Environment• Smaller Footprint• Caring for Communities
What’s in it for the Business? Leakage Reduction
Per Property Consumption
Unmeasured: Avg. litres/day
Measured: Actual litres/day
To achieve the appropriate reduction in our leakage ODI we needed 25,000 customers to
switch tariff last year
Case Study: Enhanced Meter Switching campaign
1,780,000
220,000Domestic Property split
Metered Unmetered
134,000
1,646,000
Metered Property Tariffs
Unmeasured Measured
Over 50% are actually better off on a measured
tariff
So what’s in it for the customer?
Average savings of £150 per year
The Challenge:
• 30% off target
• Existing letter campaign had a 7% uptake rate
• Eligible for SIM Survey
Engaging the customer
More formal
Simple to understand
No Quibble
Time Limited
The Engagement Plan
Is this what customer’s want?
Proof of concept
A/B Test
Preparation, Preparation, Preparation
Have a clear strategy
Model the workload
Impact on downstream processes
Engage the employees!
What’s in it for the employee?
Aligned to performance objectives
Visual management
Easy to understand
The net result
25,574 letters sent1 in 3 switchedOnly 2 complaints
Highly motivated and engaged team
Finished the year with 30,261 switches (121%)
Summary & Lessons Learned
Focus on what is in it for:• Business• Customers• Employees
:Aligned to CSRProviding great valueGet them involved and use their expertise
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Thanks for listening!
Any Questions?
Louise Oliver CMgr MCMI07711 351217 @aw_oliver