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KPI’s for the water industry – Is Customer Effort Score the best measure for predicting loyalty?

We recently launched the Services Benchmarking Study, designed to help marketers across a range of industries better understand their sector across a variety of metrics; including overall customer satisfaction, NPS and Customer Effort.

Our study highlights that for the water industry, perceptions of value and likely customer advocacy are amongst the lowest levels across the range of service sectors we have covered, despite an inability to switch providers at the moment.

In terms of Customer Effort Score (CES), our analysis also clearly shows that customers who consider dealing with their water provider as ‘low effort’ are more likely to stay with their provider and consider new offers from them.

Check out our infographic which provides an overview of findings for the water industry including:

  • Breakdown of KPI metrics compared to other sectors
  • Comparisons of consistency and reliability
  • Perceived value for money
  • Tenure & Call centre contact
  • Customer Effort Score

If you’d like to know more about our Services Benchmarking Study and find out how your business compares please contact Graham Craigmile on +44 (0)1865 336 40.

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