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Key Challenges – Site tidiness and communication.
Team – Team 1
Comments – Score of 7 or under
FLM – Example
Negative Feedback
There were a lot of barriers along the road Score
7

CSAT Score Team Level April to January
Team Average Score No of Returns Comments – Score of 8 or above
Team 1 10 10
Team 2 9.50 40 Positive feedback Score
Team 3 8.95 5 Door to door contact much nicer when someone took the time to 10
tell us what would happen next and then by leaving contact
Team 4 8.50 10 details if any issues.
Team 5 8 15

RIGS Interruption Times
CSAT Score Team Level – January
Team Average Score No of Returns
Team 1 10 4
Team 2 9.50 8
Team 3 9.25 3
Team 4 8.50 7
Team 5 5 1

CSAT Breakdown – Depot & FLM level
Breakdown Score
FLM 10.00
Depot 10.00
WGA 10.00

• Transfers before Relays
Question Breakdown
• Test as you complete – Don’t block test at end of the day!
Team Name • Target – 204 minutes
10.00
9.00
8.00
7.00
6.00
5.00 9.40 9.20
4.00 8.10 9.00 8.80 9.00 9.10 9.00
3.00
2.00 Score
1.00 Target 8.95
0.00

Tidy Site
The WWU Tidy Site campaign has been TIDY SITE SIGN
ongoing for some time. It predates the
CSOs, but still acts as a great way for
our customers to get in touch with us to
provide their feedback.
The customer simply follows the
instructions on the signs connected
to our barriers. They later get entered
into a prize draw where they have the
chance to win a shopping voucher.
This helps us review customers’
perception of our mains replacement sites
and to implement changes where required.
Apps
In 2018, Morrisons Utility Services
designed the KICK app with the
intention of giving it to the CSOs to
assist in capturing customer data while
carrying out door knocks.
Following a trial, the app is now going
through a review and redesign phase by
WWU with the goal of improving this
tool and allowing us to gather customer
data and requirements more effectively.
work – a 0.16 increase compared with 2017. to be made and new initiatives in the
Conclusion Mains replacement-related calls received pipeline, I believe that customer feedback
Following the implementation of CSOs by our Customer Services team have also clearly shows a great improvement in our
and WWU initiatives, customer scores decreased by 16 per cent between January communication with them during our
for communication during our work and March 2019, compared with the gas mains replacement work.
have shown a great increase. same period in 2018. This shows that the
In 2018, customers scored us 8.81 for improved communication journey is having Watch David deliver his presentation
advanced notification – a 0.19 increase – a positive impact on our customers. at our new online video channel, IGEMtv.
and 8.69 for communication during our While there are still improvements Go to bit.ly/IGEM-tv

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