Thames Water

How long does it take to turn around failing customer service? It took Thames Water six months and Mind Gym’s help to increase their Customer NPS 7.5%.

One of the UK’s largest utility companies was languishing towards the bottom of its industry’s customer service rankings.

Mind Gym’s action research revealed that people were twice as likely to blame the organisation (aka “everyone else”) than take responsibility themselves.

A six-month programme was set up for line managers, colleagues in the field (usually rugged engineers), contact centres and contractors, consisting of:

  1. Innovative direct mail engagement campaign
  2. Line managers’ half-day launch on how to be effective coaches
  3. A full menu of bite-size learning modules (Sprints)
  4. Personal diagnostic to propose unique learning journey through the most suitable 45-minute Sprints (max five hours out of the business)


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