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igem news – yppc

customers on our mains replacement POST-WORK CONTACT CARD
projects, CSOs can identify first-hand
what our customers’ requirements
are. We can make notes on whether
a customer needs alternative heating
and cooking or whether a customer
lives with a disability. This can be
extremely useful when the customer
may take longer to answer their door
or if they require wheelchair access to
their home.
We have come across cases
where our customer is living with a
terminal illness so doesn’t just require
alternative heating and cooking, but
perhaps a limited time off gas or a
hotel stay while their gas is turned off.
Our role allows us to identify these
requirements ahead of work starting.
Once we have completed our pre- and
post-work door knocks, the information
we collect can be shared with the
project managers and engineering
teams in line with General Data
Protection Regulation.
Customer Excellence Action Group (CEAG)
Understanding the importance
of communication with internal
customers, the CSOs, along with
alliance leadership and management,
hold monthly meetings across different
areas of our network to identify key
areas that need improvement.
We take time to visit local
engineering teams to discuss their
successes and blockers in providing
customers with a 10/10 service, which
we then feedback during the meeting.
Another purpose of these meetings is
to discuss best practice updates and to
review initiatives designed to strengthen
our communication methods when
carrying out our day to day roles.
contact information and the WWU Following success with this booklet,
Tools and initiatives Customer Services number in case the it was then transformed into a more
Contact cards customer needs to get in touch. practical A4 sheet, which is easier to carry.
During pre- and post-work door knocks, Upon completion of our post-work
a key tool to our success is the contact door knocks, a second card is left with One-pager
cards that we leave with customers. customers advising them that we have During the CEAG meetings, we
The original contact card contained finished working at their property and identified that we needed a better way
the local CSO’s contact information and what to do if we have not given them a of communicating the engineering
a message advising the customer that 10/10 service. teams’ customer performance.
we had called at the property. It also CSOs trialled the ‘one-pager’, which
asked the customer to contact us to Picture sheet involves a site visit to deliver and
discuss the upcoming gas work. To assist in how we communicate the discuss customer feedback and to find
Following feedback from the important information regarding our out how our customers have scored us
CSOs and colleagues, the cards were work, colleagues and I came up with on the post-work survey.
redesigned by WWU to include key the idea of using a picture booklet to The one-pager includes the teams’
messages about our work. show customers what their street and monthly and year-to-date customer
The cards now advise customers on property would look like during and satisfaction scores, a breakdown of
what to expect during the work, how after our works. scores for each survey question and any
we will contact the customer moving We started by gathering a selection additional comments from the customer.
forward and what to expect once the of photos and I then created a booklet The one-pager has had a great impact
work has been completed. that we could use when carrying out in improving our teams’ knowledge of
The card also includes the local CSO’s our door knocks. their customer scores.

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