Putting customers first
We value every single one of our customers and are dedicated to maintaining our focus on world-class service delivery, to provide quality services and achieve industry-leading results.
Our ‘Customers First’ initiative sets out key principles to help our employees concentrate their attention on ensuring our customers are always top of their agenda; and, in turn, these principles aim to help grow our business. With 'Customers First' champions in each of our business areas now, we aim to have implemented a customer service performance measure (a Customer Service Index) for all our areas in 2011.
Customer satisfaction survey
In 2010, we sent out our annual customer survey to help evaluate our strengths and weaknesses, and to identify areas of our business that we can improve on. We asked our customers to rate our services out of ten – where ten equalled an ‘excellent’ service and where seven is our satisfactory threshold.
Our annual customer survey showed a notable improvement with 90% of the indicators being above our satisfactory threshold (compared with 73% in the previous year).
We were delighted that our greatest improvement was in the area of service delivery, and that the survey findings rated our ‘friendliness and helpfulness’ at an average score of 8.24, along with our ‘reliability of on-time collection’ at 7.85 out of ten. Our attitude towards our customers also rated highly – a great reflection on our ‘Customers First’ initiative.
We genuinely want to go the extra mile and the feedback highlights a few areas (below our satisfactory threshold) that, despite being scored higher than last year, still need to be looked at.
And our work doesn’t stop there. The Veolia customer survey will become a regular feature and we are determined to continually improve our scores.
Customer service excellence
A newly launched government standards test in early 2010 led to a rigorous assessment of our customer service towards residents in Sheffield. As part of the inspection, Veolia had to demonstrate clearly our commitment, engagement and involvement within the community; we were delighted to be presented with a Customer Service Excellence standard to confirm just that.
By listening to our customers, through schemes such as the customer survey, we are able to improve our working practices to ensure we can be recognised for our all-round great service.