Customer satisfaction is at the heart of Cappagh Browne Utilities’ service offering. The Water Industry is placing more and more emphasis on delivering excellent customer service and we are happy to fall in line with this by focusing on providing a great service to our clients and their customers.

The overall aim of our approach to customer relations is to ensure that all the customers we deal with feel they are kept fully informed of progress from the moment they make their first call until when their issue is fully resolved.

“Delivering a high level of customer satisfaction is crucial and key to our success as a contractor,” says Managing Director, Lawrence Summers. “Even if we get everything else right and complete works to a high standard and on time, it would count for little if the customer isn’t happy.”

Since commencing the Southern Water contract, Cappagh Browne Utilities has received an average of 20 commendations per month. Customer satisfaction has improved since we started culminating in a score of 4.2 for sewerage operations in Wave 3 of the Ofwat SIM survey. Repeat contacts and complaints are down and our compliance against very challenging contractual response times is 94%.