Utility service provider Amey has become the first supply company in the sector to employ the award-winning feedback technology of Rant & Rave to help improve clients’ customer satisfaction ratings.
Amey – which works with some of the biggest utility companies across the water, power and gas sectors – has signed up to use Rant & Rave’s text message feedback solution on its metering contracts with United Utilities, Npower and Scottish Water.
The service offers customers a chance to give speedy feedback which is then analysed using Rant & Rave’s Sentiment Engine and uploaded onto a dashboard that is monitored and acted upon where necessary.
Gary Marsden, Customer & Regulation Manager at Amey, explained: “We provide a range of metering services on behalf of United Utilities and npower and it is vital to us that our clients know their customers are in safe hands.
“The Rant & Rave service is delivering a number of benefits. We get a much higher response rate using this service than traditional feedback cards and it gives us real-time intelligence about what is happening out in the field.
“This enables us to react to trends, recognise great performance and of course share that information with our clients. It also gives us an effective tool to engage with our teams and update them on how they are performing. It is a great motivator.”
He added: “The service we have received from Rant & Rave has been excellent and it has added significant value to the company in terms of understanding the end user’s perception of our service. I look forward to introducing the service to more of our utility contracts.”
Nick Boxall-Hunt, Sector Manager for Utilities at Rant & Rave says: “Amey’s investment in Rant & Rave illustrates their understanding of how important customer service is to their big name clients and their dedication to achieving a first class customer service that puts them above their competitors.”