Excellent Customer Service

15 January 2010

Costain for the second year running, celebrated success at the annual Institute of Water* awards held in Cardiff. The prestigious awards recognise and reward outstanding innovations within the water industry.

The team, from Dwr Cymru Welsh Water, received the Customer Service award. Team members were presented with the award in recognition of the 'drop-in sessions' that were held for DCWW customers living in the Prestatyn and Rhyl areas, who have been deeply affected by flooding.

The primary function of the 'drop-in process' is to anticipate potential customer issues and diffuse the situation through data collection and good customer communication. Comprising of five stages, the process initially involves setting up a Flood Forum with affected residents and local authority representatives to gain an understanding of the issues. Further resident interviews are undertaken and an open 'drop-in session' is held for customers to speak to our team of experts. Progress is communicated through the distribution of a newsletter and finally, a formal close out at the conclusion of the investigative and mitigation work. 

In Prestatyn, this new process facilitated the development of a better working relationship with other authorities, relieved the pressure to deliver an unfunded scheme, and most importantly, it led to improved customer satisfaction.

Costain Framework Director, John Madden, said: "This award demonstrates the Costain teams' commitment to the 'Being Number One' strategy and is another great example of the excellent customer service we pride ourselves on. We will be taking this process and developing it further to ensure that customers in other areas will also benefit from the 'drop-in process'."


* The Institute of Water is the only professional body dedicated to supporting the careers of people working in the UK water industry. Founded in 1945, the Institute of Water offers a unique and independent learning, development and networking framework to the water industry.