Case Study: Northumbrian Water achieves 20%+ survey response rate and 22,000 responses in 3 months with Alvaria (Aspect PES)

Northumbrian Water is the North East section of the wider group Northumbrian Water Limited (NWL), providing water and sewage services across the region

Northumbrian Water (part of NWL) supplies water and sewerage to 2.7 million customers across the North East of England. The company relied on a manual outbound process to gather customer feedback, which was costly, slow to scale and limited in scope (not covering billing contacts), preventing timely, comprehensive insight into service performance.

They deployed Aspect PES, a cloud-based automated survey suite (voice trial in Dec 2013, full rollout with SMS in Jan 2014) to collect day-to-day customer satisfaction data. The one-month voice trial delivered a 10% response rate and the full solution achieved over 20%, yielding ~22,000 responses in the first three months (roughly 50:50 voice and SMS), reduced resource needs, enabled team- and individual-level analysis, and contributed to an Ofwat score increase from 4.46 to 4.62.

Northumbrian Water

Richard Seales

Customer Contact Manager