Scottish Water Case Study

Why the glass is always half full for Scottish Water

Scottish Water had a problem. To find out what their customers thought of them, they were sending out surveys via snail mail. They needed something to help pick up the pace, which is where Rant & Rave stepped in to help. Rather than receiving a survey in the mail, customers now get a text message, call, or email the day after an interaction. All they’re asked is one question — “How satisfied are you?” — which they can reply to in their own words. Rant & Rave’s Sentiment Engine analyzes all of the feedback in real time, so whether it’s a complaint, praise, or a great new idea, Scottish Water can instantly see where they need to take action.

Lights, camera, ACTION!

By surfacing what customers talk about most, not only have Scottish Water been able to improve their customer experience, but also revamp their recruitment process. They’ve successfully identified the core values that applicants need in order to create and deliver a game-changing customer experience. In essence, they’ve learned what their customers love and now actively recruit based on these skills, attributes, and values.

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Scottish Water Case Study - Upland Rant & Rave

The proof's in the pudding

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    Above average Customer Satisfaction score of 88%

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    Average 30% response rate across all channels

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    50% response rate from text messages alone

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    29% decrease in complaints

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