Case Study: Affinity Water boosts customer satisfaction with Rant & Rave's real-time feedback solution

Leading the way in water with real-time customer feedback

Affinity Water, a UK water utility facing tougher customer satisfaction requirements under Ofwat’s Service Incentive Mechanism, needed a better way to capture feedback than its slow bi-annual phone survey. The company wanted timely, relevant insight to improve service, reduce complaints, and strengthen customer engagement, so it chose Rant & Rave’s real-time customer feedback solution, Talkback.

Rant & Rave implemented a text-based Voice of the Customer program that sends customers a follow-up message within 24 hours of contact, using NPS scoring plus open comments analyzed in real time. The results were strong: Affinity Water began receiving about 3,000 feedback responses per month, nearly 36,000 a year, and more than 50% included written comments. The company also introduced same-day callbacks for low scores and achieved a 35.8% drop in customer complaints, while using the insights to drive service improvements like online bills and proactive meter guidance.

Affinity Water

Morag Kent

Voice of the Customer Manager