Formed in 2002 Scottish Water, a publicly-owned UK utility service, inherited an ageing infrastructure and its management recognised that to deliver high-quality customer service, performance quality, as well as outputs, needed to be managed. The new organisation determined to focus its efforts on responsiveness to dealing with customer problems with the fundamental objectives to deal with customer problems in a swift and professional manner. To reinforce this strategy the customer response pol...

BPIR Categories

9.5.5 Manage reward & recognition programs
1.3.3 Review customer relationship approach
9.5.1 Develop performance management approach

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