Case Study: Scottish Water achieves instant customer feedback and fewer complaints with Rant & Rave

Why the glass is always half full for Scottish Water

Scottish Water was relying on snail-mail surveys to learn what customers thought, which created a two-week delay in feedback and made it hard to act quickly. They needed a faster way to capture customer sentiment and improve customer engagement, so they turned to Rant & Rave and its Fast Feedback approach.

Rant & Rave implemented a multi-channel feedback solution using text, call, and email the day after each interaction, with its Sentiment Engine analyzing responses in real time. The result was instant visibility into customer issues, an above-average customer satisfaction score of 88%, average response rates of 30% across all channels, 50% response rates by text alone, and a 29% decrease in complaints.

Scottish Water

Brian Henderson

Customer Experience Team Leader