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)



Related Results

Challenge: MetLife’s talent immersion study highlighted the need to transform the behaviour of 6,000 people managers across 60 countries to become first-class, motivational leaders. Solution: Two programs were devised to upskill managers in handling the entire performance management cycle; from engaging in dialogue and setting goals, to performance...
Challenge: Santander had a customer service problem: where 62% of their customers were describing their experience as ‘poor’. Despite having many of the best products, customers wouldn’t buy them and for every 10 new primary account customers, they would lose...
Challenge: The Unilever Management Development Programme (UMDP) is an ambitious global learning initiative targeting 15,500 supervisors, first- and second-line managers, to take a fresh look at the role of a manager and how they create value. Solution: Two programmes were developed focusing on seven...
This site uses cookies to give you a better browsing experience. If you press accept, we’ll assume you are happy with this.
For information on how to manage cookies on your browser, please refer to our cookie policy.