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%.

Utilities

Thames Water

Challenge: 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. Solution:...
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