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Newcastle’s Explain launches SES Water voice of the customer campaign


Newcastle market research agency Explain has been awarded the contract to build SES Water’s ‘voice of the customer’ research programme.

SES Water, which supplies water to more than 700,000 customers in parts of Surrey, Kent and south London every day, has committed to a research programme to help in the delivery of their Business Plan for 2020 to 2025.

The research programme will support SES’s engagement with customers and the overarching aim is to use insight to drive informed actions and improvements.

Rebecca Crinson, Explain Research Director, said: “Our experience and expertise of delivering complex research programmes in the utility sector has been crafted over a number of years.

“We pride ourselves on collaborating with our clients, which enables us to really understand their aims and objectives, in turn maximising the research programme to ensure it is best in class.”

Explain will design and deliver a mixed methodology approach involving quantitative and qualitative solutions alongside an online community. The research will engage domestic, non-household, future and vulnerable customers as well as wider stakeholders.

Catherine Holland, Head of Communications at SES Water, added: “Our current Business Plan has been developed in partnership with our customers, based on the most extensive engagement programme the Company has ever undertaken but we were very clear in the plan that our activity does not stop in between price reviews.

“We must continue to invest in listening to our customers to ensure we use what they tell us to improve the service we provide and respond to their needs.

“We are looking forward to working with Explain again to build a continual and evolving programme that ultimately makes a direct and significant difference to what we do and how we do it.”

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