McCallum Layton undertakes water customer survey
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McCallum Layton product story
Edited by the Marketingweek Marketplace editorial team
May 27, 2010
Ofwat has appointed McCallum Layton to undertake its regulatory customer experience survey, which will track customer satisfaction levels across all 21 water companies in England and Wales.
The survey, which will see the research and marketing insight consultancy carry out more than 16,000 telephone interviews per annum, will assess the quality of the end-to-end experience that consumers have when coming into direct contact with their water company.
McCallum Layton has carried out Ofwat's regulatory DG9 survey for the last three years; this survey involved tracking customer satisfaction with the handling of telephone queries across all the water companies in the UK.
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