NEWS4 October 2010

Water firm United Utilities taps McCallum Layton for c-sat survey

New business UK

UK— Water services company United Utilities has appointed McCallum Layton to carry out a three-year customer satisfaction tracking programme.

McCallum Layton will carry out more than 11,000 telephone interviews each year with the firm’s customers, quizzing them about United Utilities’ end-to-end service.

The interviews will focus on key areas of customer experience such as call handling, representative visits and technical and works support.

Earlier this year water industry services regulator Ofwat appointed McCallum Layton to carry out around 16,000 telephone interviews as part of its own customer satisfaction survey.