Raising customer satisfaction to record levels

The problem

Anglian Water serves around four million customers and invests heavily in service quality, with performance tracked through customer satisfaction surveys run by the regulator  Ofwat. The client faced the challenge that satisfaction scores do not always reflect the full reality of service delivery, because customers tend to judge experiences based on a standout moment and how that interaction ends. The organisation needed a way to improve how customers experienced and recalled service interactions, so that day-to-day operational effort translated more reliably into stronger satisfaction results.