Case Study: Southern Water achieves higher customer satisfaction with VISION Consulting

Southern Water boosts SIM to 75 and cuts abandoned calls by 15% with VISION Consulting

Southern Water, a water company serving southeast England, faced the challenge of transforming its fearful, regulator-focused culture and poor customer service performance, which placed it 17th out of 21 in its industry ranking. They engaged VISION Consulting to help shift from this bottom quartile position to the top half by dramatically improving their customer satisfaction scores within 18 months.

VISION Consulting implemented a comprehensive cultural transformation, introducing new practices like peer-to-peer learning teams to replace scripted calls with genuine customer engagement and a new commitment network to break down departmental silos. As a result, Southern Water’s annual SIM score hit 75, its qualitative score reached 4.5 out of 5, abandoned calls were reduced, and productivity improved by 10%. VISION successfully equipped the client's own team to sustain these new practices.

Southern Water