Wessex retains SGS Customer Service Excellence award

Wessex Water has retained the Customer Service Excellence (CSE) quality mark from the independent inspectorate SGS.

Wessex became the first of its kind to achieve the award back in 1996 and is currently one of only two water companies in the UK that are recognised as CSE holders.

The SGS assessment report highlighted several areas of good practice at Wessex, including how the company:

• gains an understanding of the needs and preferences of different customer groups;

• works with providers and partners to offer and supply coordinated services for customers; and

• regularly reviews and improves its complaints procedure by listening to customer feedback.

Wessex added that it has also retained its ServiceMark with Distinction accreditation from the Institute of Customer Service (ICS) for a further 18 months. Distinction is the very highest level of ServiceMark accreditation, and Wessex Water is one of only 18 companies in the country to hold it.