Business retailer Water2business has received the top Trustpilot score of five stars.
It said it was the first and only water company to achieve the perfect customer service rating on the international review website.
The Trustpilot score works over a rolling 12-month period. Of the 117 reviews Water2business received in the year, 115 of them were five-star ratings, with two four-star.
Managing director Andy Coates said: “We have always maintained a strong score, being 4.8 to 4.9 from 2020 to 2021 and then having held 4.9 for the past three years. We’d almost assumed that actually obtaining 5.0 was impossible. Lo and behold this week we’ve managed it!
“Our historical performance speaks for itself – only eight reviews in five years have been below four stars and in the past 12 months, we have no reviews below four-star. This consistency is what has finally driven our score to 5.0.”
Coates shared that alongside providing consistently high quality service, the key to achieving a high ranking has been to proactively assess all reviews, provide an immediate response, and look for trends both good and bad within the responses. Water2business treats any review below four-stars as a complaint, and immediately escalates it to the director of customer services, who will contact the customer and try to resolve any issues. This has resulted in converting a number of low scores to an improved four or five-star rating.
Water2business serves 80,000 customers, from large supermarkets to football clubs and hotel chains.
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