Case Study: Severn Trent drives better customer experiences with Qualtrics

Turning the contact centre into a driver of positive experiences

Severn Trent, a large UK utilities company, needed a better way to manage high contact-centre pressure, resolve complaints faster, and increase self-service across its established customer base. The company turned to Qualtrics to gather feedback after every contact-centre interaction and to build a more complete view of the customer experience.

With Qualtrics, Severn Trent combined customer and frontline agent feedback, used AI-powered Stats iQ, ticketing, and real-time executive dashboards to speed up root cause analysis and act on issues more effectively. The result was that 90% of root cause analysis was run on Qualtrics, helping Severn Trent improve its C-MeX and D-MeX scores and become a top five utility brand in the UK Customer Satisfaction Index.

Severn Trent

Christopher Hayward

Insight And Analytics Expert