Affinity Water is the largest water-only supplier in the UK, serving over 3.8 million people across the southeast of England. With a strong focus on sustainability, innovation, and customer service, Affinity Water is committed to securing water supplies for future generations while protecting the environment. Our work includes reducing water leakage, promoting water efficiency, and engaging with communities to ensure a reliable and sustainable water future.
Affinity Water requires specialist engineering, scientific and technical expertise to supplement its internal expertise in order to assist Affinity Water to deliver its objectives in the remainder of AMP8 and into AMP9. This support could be to add additional capacity or provide specialist expertise that does not reside within Affinity Water.
To appoint a supplier to carry out services to deliver the voice of the customer platform, the outputs of which contribute to our CMEX score. The platform needs the capability to create and send surveys with Affinity Water branding, provide corresponding dashboards and import/export data.
The platform helps to place the voice of Affinity Water customers at the centre of our business through identifying the gaps in our current customer experiences, to then improve experiences and satisfaction going forward.
The platform should include but is not limited to:
• Bespoke surveys sent through email and text, in line with Affinity Water's brand guidelines, fonts and logo.
• Ability to access, categorise and analyse data from surveys.
• Ability to tailor surveys per process, journey, customer segment, water region etc. and send either instantly or with a delay functionality.
• High-quality analysis on the surveys conducted through analytical tools to identify keywords, themes and trends.
• Useable and configurable dashboards showing departments, processes, water regions, customer segments etc.
• Ability to plug-in for data feeds to other platforms or manually load in data.
• Automated ticketing system to prioritise unresolved or dissatisfied customers to 'close the loop'.
• AI functionality to interrogate system and answer user specific questions, with quantification of results.
• Ability to export through Secure File Transfer Protocol (SFTP).
• Ability to access online training and training library.
• Ability to capture the voice of our colleagues through feedback.
