Product category:
Market research
News Release from: McCallum Layton Research and Marketing Consultants
Edited by the Marketingservicestalk Editorial
Team on 11 September 2007
McCallum Layton celebrates major
utilities win
WaterUK, Ofwat and Consumer Council for Water have recommissioned research that monitors how satisfied customers are with how water and sewerage companies deal with them by telephone.
The contract for 2007 - 2010, which recently came up for competitive tender, has been won by McCallum Layton Research and Marketing Consultants The research compares all 22 water companies in England and Wales and provides data concerning their telephone handling of customer issues
This data is also provided to the regulator so that each company's performance can be monitored on a year-on-year basis; comparisons are also made between companies.
McCallum Layton has experience of work in similar areas and its research and reporting process is rigorously managed in line with the company's MRQSA/BS7911 accreditation: essential requirements for this tender.
McCallum Layton, which this October will celebrate 25 years of supplying high quality research and insight, works with other utility suppliers as well as a number of major financial institutions and household brands.
Matt Counsell, a Partner at McCallum Layton, said: "We're delighted at this opportunity to help the water industry improve this area of customer service - people prefer to make contact by telephone and it is important that companies get the customer experience right".
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