Tapping in to customer sentiment

Veolia Water provides water and wastewater management services
throughout the UK and is part of the world's leading water company.
They have to adhere to the strict guidelines outlined by economic water
regulator Ofwat. Ofwat recently introduced their Service Incentive
Mechanism which has been designed to ensure consumers are treated
in a fair way. If a water company is found to be offering sub standard
service then Ofwat has the power to financially penalise them.

In response to this initiative Veolia wanted to be able to demonstrate
that they were actively listening and responding to their customers’
feedback.

They now use Rant & Rave to proactively send text messages to
customers after they have spoken to a call centre agent. The message
asks them to rate their experience on scale of 0-10, with 0 being poor,
and to share any other comments they may have. These comments are
then analysed in real-time by award winning text analysis and presented
back, along with the scores, on an easy to read dashboard. Since
implementing the solution Veolia have achieved a 25% response rate
from their customers.

All feedback is matched up to the customer’s service history so if an
agent needs to call the customer back they are fully aware of the
customer’s issue before they try to resolve it.

"Veolia Water chose Rapide as the supplier for our text messaging
feedback system based on their innovative products and services,
non-pushy approach, and value for money.

We have found them to be very accommodating to all our requirements.
Their products are flexible to our needs, which was an important factor in
our choice of supplier. They are very friendly and helpful and really listen.
Although they are smaller than some other technology companies, you get
a real sense of the company being integrated and a free flow of information
working across the teams. They all know what each other is doing."

Morag Kent - Marketing Manager - Veolia Water