Customer Contact Week Europe 2019
Speaker Information:

Mark McEwen


General Manager Customer Services
Scottish Water


5:05 PM Building Voice of Customer (VOC) into your strategic business plan: A case study from Scottish Water

As the only water supplier in Scotland, Scottish Water has a unique challenge of understanding their customers: How to deliver the best customer service you can when your customers don’t have other competitors to turn to? Voice of Customer has been a big focus and more importantly a key component for their strategic business plan. 
  • Why is customer feedback particularly important for Scottish Water 
  • What are the key methods and channels to collect customer feedback 
  • A research programme with over 2,000 customers to refresh the business plan 
  • How to communicate the voice of customer clearly throughout the organisation? 
  • How is customer feedback being translated into the strategic business plan for 2021-2027


Check out the incredible speaker line-up to see who will be joining Mark .

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