Proactive Customer Communications Background Methods of communication Text process overview Twitter Customer Feedback

Background We have listened to our customers' needs Move from reactive communications to proactive communications Aim to improve customer satisfaction & reduce the likelihood of unwanted contact/complaints. Enhancing our customers journey until resolution

Methods of communication Use of event messages on telephone lines Updating NWL website with hourly updates Proactive texting to inform and update customers Use of Twitter to interact with customers via social media

Text process overview General triggers for proactive texting are 10 or more no water / poor pressure contacts in same area in a 30 minute period. Information is also received from our field people on site advising of a potential supply issue. Network Planning instigate event / incident management process as normal. Establish contact with field teams & customer centre Network Planning use OPM to generate an Excel report of properties which may be affected

Text process overview Example of OPM on GIS mapping system

Text process overview OPM report exported to Excel

Info to prompt which templateTemplate Initial no timescale (use when DT on site searching for problem) Info from Northumbrian Water. We are working to resolve a possible water supply issue in your area. Not all customers will be affected. Interruptions are usually resolved within 2-3 hours so may be restored by ##hrs. Hourly text updates to follow. Update (To be used when time can be entered in 24 hour format) Info from Northumbrian Water. Work to resolve a possible water supply issue in your area is due for completion by ##hrs. Some supplies may restore earlier. Thank you for your patience. Delay (If original time we advised repair to be complete by is delayed) Info from Northumbrian Water. Work is ongoing to restore a possible water supply issue in your area. This is due for completion by ##hrs. Some supplies may restore earlier. Thank you for your patience. Curfew (If the issue is not complete by 8pm must send Team leaders in next day of final OPM report to make aware further text will be needed next day) Info from Northumbrian Water. Work to restore a possible water supply issue is due by ##hrs. Some supplies may restore earlier. An update will be sent tomorrow to confirm. Thank you for your patience. Repair complete (This must be sent at the end of every event) Info from Northumbrian Water. Our repair is now complete. If your water is discoloured please run your cold kitchen tap for mins. Not all customers will have discolouration. Thank you for your patience. Template examples

Text process overview Customers identified in the report will receive hourly text updates for duration of event. Texts will be sent by the customer contact team. Customer team will use the report to identify ‘extra care’ customers and will contact and keep them updated by telephone, not text message. Field teams will provide hourly update to Network planning and bulletins updates for customer advisors and our twitter team to use.

Plus 2 update

Results so far…… Since 21 February 2013……… 78 proactive texting events since live date 54,204 proactive informative text messages sent to our customers so far…….

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What is Twitter?

Twitter Since 10 September has been followed by 527 customers. We have sent out 1,724 tweets to address customer service issues and inform customers of supply interruptions. Since going has help resolve approx 100 customer queries/complaints helping reduce unwanted contacted and give customer first class customer service.

Benefits of using Twitter Provide instant information and warnings keeping customers informed at all times Twitter can be updated from remote and mobile locations What are our customers are saying about us? Enables our customer service to be personable, efficient and at the customers convenience

Issuing updates via twitter

Examples of updates Interruptions to supplies are communicated to customers every day using information from Plus2. #SR5 #BaxterRoad, Water will be off for approximately 1 hour whilst we carry out an emergency repair. Sorry for the disruption. #NE3 #SaltersRoad, Water will be off for approximately 2 hours to carry out an emergency repair. Apologies for any inconvenience.

Customer feedback Big thanks to Northumbrian Water for keeping me informed about my water supply over text. A welcome surprise. Well done. Text out of the blue advising me of the water problem, brilliant customer service #water #Darlington Mr Ratcliffe very happy with service from start to finish especially texting he advised he was able to keep neighbours informed also via this.

Customer feedback Customer commented that we kept him up to date with texts said he was not expecting a text update service. Customer thought this was wonderful and thought the service he received was "amazing and quick“. Customer was expecting to call and be told that yes we knew about it but it will be fixed later- thinks service is fantastic Very happy with service and timescale and thought text messages were a brilliant idea

Customer feedback Specific to trunk main burst 10 March 2013 Credit where it's due, have been great keeping people updated in Darlington via Twitter. Fab thanks for the updates-much appreciated. Yr trying yr best & not the end of the world - Northumbrian Water have been excellent through twitter tonight, helped us to help a gent who needed water for medication

Customer thanks for update appreciate the quick reply no problem, you always get stuff sorted ASAP; not like the horror stories u hear with other water companies! Does Thames Water have the equivalent of our north great way to get fast warnings of supply problems

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