Affinity Water Member Visit, Hatfield

8th June 2017

The good practice topic for this visit is: We’re changing the culture to a more customer-centric business

Affinity Water are the largest water only supplier in the UK and are committed to delivering a high quality service.  Based in Hatfield they provide a 24 hour multi-channel contact centre which services 3.5 million customers across the south east.  The team have developed a customer led business that is tailored to improving service to customers and communities.

The team have deployed a comprehensive customer feedback loop which has enabled them to reduce their inbound calls and complaints and will share the positive impact this initiative has had on complaint volumes, call volumes and customer satisfaction.

The timings for the event are: 1pm to 4pm


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