As the UK water companies get used to Ofwat’s new customer measure of experience, C-MeX, Aqualogic, the UK’s leading water efficiency specialists, have been appointed by the Northumbrian Water Group (NWG) to manage the company’s distribution of water efficiency products to their customers. The appointment comes after a competitive tender with Aqualogic scoring highly in both the technical and commercial sides. This means Aqualogic retains the contract that has already been held for almost 4 years.
The contract involves running two websites for both Northumbrian Water and sister company Essex & Suffolk Water, offering a wide range of free water saving products as well as product information, videos and a lot more. Once an order is placed the products are dispatched to the customer in a matter of days. The products include such things as tap and shower regulators, to reduce the water flow; cistern displacement devices, to reduce the amount of water used flushing the loo; and hose guns, to reduce the amount of water used in the garden.
Aqualogic Commercial Director, Jonathan Adler stated: “We are delighted to continue our journey with the Northumbrian Water Group and their water efficiency team. The current project has run very smoothly throughout, and for this new stage we’ll be introducing some exciting changes and innovations to assist both customers and stakeholders.”
Tim Wagstaff, NWG Water Efficiency Manager said: “We are looking forward to continuing our work with Jonathan and the rest of the Aqualogic team. In this new C-MeX era we are now in, building and maintaining high customer service levels is so important, service levels have been excellent with Aqualogic up to date, and we expect that to continue in the next contract.”
C-MeX, which replaces the Service Incentive Mechanism (SIM), will measure the views of customers who call their water company and be incorporated in a survey of a random set of customers.
This project compliments the work Aqualogic have been carrying out with NWG offering customers a ‘virtual’ water saving home visit, where rather than an engineer entering a customer’s home and advising them how to save water, the whole process is carried out ‘virtually’ over a video platform.
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