Case Study: Southern Water transforms customer service with VISION Consulting

Southern Water - Customer Case Study

Southern Water, a UK water company serving 4.5 million people, wanted to shift from a fearful, regulator-focused culture to a collaborative, customer-focused one and improve its industry standing. VISION Consulting supported this change, focusing especially on the Customer Call Centre, where poor accountability, scripted interactions, and siloed working were limiting customer service performance.

VISION Consulting introduced a structured culture-change program built around new goals, peer-to-peer learning teams, direct review meetings, and a wider commitment network across Call Centre, Complaints, Collections, and Operations. The impact was strong: Southern Water reached a SIM run rate of 78 by September 2013, achieved 75 for the year, improved qualitative scores to 4.4–4.5, reduced abandoned calls from 10,000 to 8,500 per month, and increased productivity by 10%.

Southern Water