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.