Providing home emergency cover and domestic efficiency products to Anglian Water customers

Monthly Archives: February 2016

  • HomeServe Lead the Way for Improving Customer Satisfaction

    Anglian Water Direct are proud to report that HomeServe, our Home Emergency Cover partner and one of the UK’s leading home assistance providers is delivering on effortless customer service.

    An independent survey has shown that HomeServe achieved the most improved Customer satisfaction in the Services industry since the Institute of Customer Service began measuring it.

    In the most recent survey - the UKCSI Customer Satisfaction Index (which is compiled by the Institute of Customer Service twice-yearly), HomeServe has an overall Customer satisfaction rating of 78.3, slightly higher than the average satisfaction score for the industry as outlined in each of the past three Index reports (scores were 77, 76.8 and 77.5 for overall satisfaction).

    Comparisons of reports from January 2009 to now show that HomeServe has improved by 16.2 points in satisfaction, making it the most improved company in the Services industry in the whole of the UK.

    In addition to the latest results, in 2014, HomeServe was highlighted by the Institute of Customer Service as one of three organisations with the largest rise in Customer satisfaction across all industries and the satisfaction levels have continued to rise.

    The Institute for Customer Service has also introduced new metrics for 2016, which included whether everything is right first time for Customers – HomeServe tops the industry list with 88.5% versus the average industry figure of 75% and the all sector average of 74.4%.

    HomeServe is also highest in the industry when it comes to our helpfulness of staff over the phone, with a score of 8.7 out of 10.

    At Anglian Water Direct we pride ourselves on customer service and work very closely with our business partners to ensure they deliver on these values too. We are proud to work with HomeServe, a company which is clearly leading the way when it comes to improving customer satisfaction.

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