Thank you to everyone who participated in the questionaire at our annual Water Industry Asset & Quality Conference
Our questionnaire was centered around the service of which Stonbury provides to Water Companies and their supply chains, covering issues from programming to safety and commercial matters to competence.
Although there were not too many surprises in the top ten, I was struck by the issue sitting at number one – 'complaints from the public', which is not often considered a primary focus from a contractor’s point of view. Perhaps it was the introduction of Ofwat’s Service Incentive Mechanism that has shifted the focus? Or perhaps this has always been the top issue? Either way, this factor will certainly be added to our continual improvement programme.
Stonbury will be developing a whole raft of client facing key performance indicators based on these results in order to allow us to monitor and improve our own performance, with complaints from the public forming a significant part of these.
Interestingly our Community Portal system (intouch) allows project teams to be proactive and drive up customer satisfaction, connecting directly with the public while creating a positive experience to reduce complaints. We would be happy to discuss implementing this for any upcoming projects, please visit our Its Stonbury webpage for more information.
Ian Mellor, Operations Director