Thames Water has gone out to tender with an AMP7 contract aimed at improving customer perception, in turn improving its C-MeX and NPS performance worth an estimated £6 million.
Ofwat introduced the customer measure of experience (C-MeX) and developer services measure of experience (D-MeX) as part of the 2019 price review (PR19). Both mechanisms are designed to incentivise the 17 largest water companies to provide excellent levels of service to their customers.
C-MeX, which replaced the service incentive mechanism (SIM) is based on two surveys conducted each month with residential customers:
customer service survey (CSS) – based on interviews with a random sample of customers that have recently contacted their company, using a mixture of telephone and online surveys; and
customer experience survey (CES) – based on interviews with a random sample of members of the public, using a mixture of telephone and face-to-face surveys. 80% of each company’s C-MeX score is based on the customer satisfaction score and a further 20% on the Net Promoter Score (NPS) where customers are asked how likely they are to recommend their water company.
The water company is now looking for a creative agency to create and deliver innovative and engaging content which is customer centric and supports the overall strategy to improve customer perception – thereby improving its C-MeX and NPS performance.
The successful appointee will be expected to offer a full creative agency service including:
- campaign strategy
- content provision
- brand & marketing strategy covering brand building and behavioural change campaigns throughout the annual calendars.
Initial contract term is 3 years with further extensions options of up to 5 years.
Time limit for receipt of tenders or requests to participate is 24 May 2022 – click here to access the tender documentation.
Want to know more about Thames Water’s AMP7 investment plans? Winning new business with the water companies in England and Wales in AMP7 and AMP8 between now and 2030?
Our report Complete AMP7 Contracts Tier 1 Alliances and Tier 1 Contractors April 2020 - 2025 contains details of the companies, key investment drivers, the alliances, the contracts they’re already working on in the UK water sector, together with hundreds of key named contacts. Click here for more information and details of how to order.
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