UTILITY WEEK | 2ND - 8TH FEBRUARY 2018 |
23
Customers
Views from
the speakers:
1. In PR19, firms
will be expected to
go much further in
terms of engaging
with customers and
ensuring they are at
the heart of business
plans.
2. Companies
must set stretching
performance
commitments
– which will be
met with strong
incentives.
3. Not everyone
agrees that
companies should be
rewarded for "doing
the day job".
4. Regulation
shouldn't cloud good
customer service. If
regulation is going to
be to the detriment
of the customer,
companies should
"rip up the rulebook"
and use their
common sense.
5. The early signs
are promising in
the business retail
market, but work
must be done to
ensure it is up
to scratch and
really working for
customers.
Key points
Chris Jones, chief executive,
Welsh Water
"Customer engage-
ment is a win-win.
It's crucial in under-
standing how you're
going to deliver
favourability, but also
comes with a second
win in that getting
customers involved
raises their familiarity
with the company."
Martin Dunlea, senior director
of utility industry strategy EMEA,
Oracle
"Improving your
distribution evalu-
ations planning not
only makes financial
sense, not only is it
good in terms of the
overall efficiency and
the long-term viability
of your business, it's
a key determinant in
improving your over-
all customer service."
John Russell, senior director of
strategy and planning, Ofwat
"We don't intend to
predict how the busi-
ness retail market
will develop … it's still
early days, but the
signs are positive."
Sarah Bentley, chief customer
officer, Severn Trent
"Obviously none of
us want incidents to
occur, but when they
do occur, how can we
properly engage with
communities?"
Steve Arthur, director of market
opening, MOSL
"I think a lot more
work could have
been done to raise
the awareness of the
market prior to its
opening.
"We've got to make
sure that the visibility
is there now."
Brought to you in association with
Louise Beardmore, customer
service director, United Utilities
"Digital should be
digital by choice, not
by default. We need
to be available on
all channels for our
customers."
