Echo and South Staffs Water recognised for outstanding customer service

Utilities customer contact outsourcer, Echo Managed Services, and its client South Staffs Water have been awarded a prestigious accreditation highlighting both outstanding achievement in – and commitment to – customer service excellence.

Awarded by independent body, the Institute of Customer Service, ServiceMark is an internationally recognised benchmark of an organisation’s achievement in customer service, and its commitment to upholding those standards. It is awarded based on customer satisfaction feedback and an assessment of employee engagement within an organisation’s customer service strategy.

An independent survey of South Staffs Water’s customers indicated that their satisfaction index of 81.0 was well above the UK average score of 73.8 for the utilities sector in the latest UK Customer Satisfaction Index, and higher than that of all the water and energy companies included in the published index.

Echo’s South Staffs Water customer service team was commended across a number of performance metrics – from credibility to creativity and professionalism. Assessors highlighted the company’s drive to continuously improve customer experience, its strong customer service leadership, eagerness to act on customer feedback and general pride taken in providing quality service to South Staffs Water’s customers.

Echo joins a select and esteemed list of ServiceMark recipients including Volkswagen Group, Wickes and Which? and will maintain its accreditation until April 2022.