A ‘revolutionary’ revamp of customer interactions has helped Affinity Water win a prestigious UK Customer Experience Award.

The water supplier attended the Wembley Stadium event and presented to judges on ‘Project Revolution’, an initiative that is moving the brand from a predominantly paper and telephone based Customer Experience to a multichannel one.

The presentation secured the firm Gold in the Best Use of Insight and Feedback – The Voice of the Customer category.

An Affinity spokesperson said of the winning initiative: “In less than 12 months, Project Revolution has transformed the online experience and changed the ways we work rapidly. It’s enabling us to improve the online Customer Experience at pace, achieve -our channel shift objectives, and help us towards our vision to be the leading community-focused water company.

“Until Project Revolution was initiated, there had been very limited investment in digital technology for both customers and customer service teams supporting them. Now, by delving into verbatim feedback from multiple sources, such as customer surveys, complaints, website feedback, and employee workshops to validate suggestions for an improved Customer Experience, we are rapidly transforming the customer journey.”
Affinity also won a Bronze award in the Best Engaging the Customer Online category. Meanwhile, Following behind Affinity in the Best Use of Insight and Feedback – The Voice of the Customer category was Silver winners Midcounties Cooperative in partnership with InMoment.



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