Scottish Water Customer Service Recognised

“Scottish Water's journey towards service excellence is not just about meeting standards but exceeding them and this accreditation shows our commitment to continuous improvement.”

Fiona Templeton
Scottish Water’s Customer Excellence Hub Manager

Scottish Water’s commitment to service excellence for its customers has been recognised by the Institute of Customer Service with the utility retaining its ServiceMark accreditation.

Servicemark is a national standard, independently recognising an organisation's commitment to customer service and to upholding high standards as part of a long-term embedded strategy.  Other companies currently holding accreditation include Amey and UK power networks. 

Retaining this standard reflects how highly Scottish Water’s customers think of Scottish Water and how committed to customers the company is.

This is because accreditation requires both input from staff as well as customers, with key accreditation stages including customer feedback, employee feedback, and independent assessment by an auditor. A minimum score of 70% was required in both surveys to receive accreditation.

In the ICS assessor's feedback, they said that “customers truly are at the heart of everything that the team at Scottish Water do”, adding that many examples were heard during feedback of Scottish Water “going above and beyond to help customers.”

Welcoming the retention of the accreditation, Fiona Templeton, Scottish Water’s Customer Excellence Hub Manager, said: "Scottish Water's journey towards service excellence is not just about meeting standards but exceeding them and this accreditation shows our commitment to continuous improvement.

“I'd like to thank everyone who took part in the surveys and assessments and to all those who deliver great customer service every day.”