In the business water market, Castle Water now leads the way in customer satisfaction. Castle Water’s customer service is being increasingly highly rated by its customers, with the company receiving more five-star Trustpilot reviews than all other water retailers combined.
Roy Webb from Hastings-based Nutel Energy Ltd., commented:
My business contact experience on a number of occasions with Castle Water to-date has been first class and well worth the five-star recommendation.
Diana from Gloucester remarked:
I have had perfect treatment from Castle Water. Wonderful service.
While Nita Dwyer from Essex noted,
Their customer service was second to none.
Positive comments and reviews like these have led to Castle Water now holding an overall 4-star Trustpilot rating. Castle Water Founder and CEO, John Reynolds OBE, said:
We are delighted that customers are recognising the benefits of our extensive programme of investment and training, and we’ll be announcing further new developments before the end of 2018.
Receiving and responding to feedback is one of the core functions of Castle Water’s dedicated customer service department. The effort to turn potential Castle Water complaints into Castle Water 5-star reviews has been the result of a consistent approach that prioritises the needs of customers. With investment in a new customer service centre and a dedicated customer support team, Castle Water is meeting the needs of its growing customer base with responsive, effective and transparent support. Between January and September 2018, Castle Water answered 270,000 calls with an average call waiting time of just 25 seconds. Castle Water has also launched a helpful online chat feature to increase the ways in which its customers can contact them.
Castle Water understand that no service can be problem-free. When issues do arise, the Castle Water complaints team will be there to take quick action and work to reach a resolve to the customer’s satisfaction. Castle Water’s customer service team will always endeavour to work with customers, and when necessary, their Water Network Owners to ensure Castle Water complaints are swiftly resolved.