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  • A decade of Customer Service Excellence

    Ten years of outstanding customer service by our staff has been recognised with a coveted hallmark award.

    We have again received Customer Service Excellence (CSE) accreditation from leading independent inspection organisation SGS, an accolade we first picked up in 2008. 

    The SGS assessment report highlights our commitment to helping people who are struggling to pay their bills, with an increasing number of customers benefiting from lower-rate tariffs or debt advice from partner organisations such as Citizens Advice and StepChange.

    There is also praise for our "clear and effective customer focus" among staff, robust data protection policies and clear communication about the services provided. 

    The report reads: "Following the assessment, Wessex Water was found to have a deep understanding of and commitment to customer service excellence.

    "The commitment was displayed from senior management levels through to operations and frontline staff."

    Sue Lindsay, director of customer policy and regulation at Wessex Water, said: "We're thrilled and proud to be able to continue using the CSE hallmark.

    "We are committed to providing the best levels of customer service, making it easy for our customers to get in touch and speak to a real person while ensuring they get value for money and services tailored to suit their individual needs.

    "As customer expectations continue to rise, we'll continue to encourage our staff to go the extra mile whenever they can." 

    Last year we became one of only 10 companies in the UK to achieve a ServiceMark with distinction from the Institute of Customer Service.

    And we continue to be a top performer in the measure used by the water industry regulator Ofwat to assess customer satisfaction levels.

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