Success stories

Pathfinder’s Customer Engagement Model for Scottish Water

Scottish Water recognised they needed a more efficient and responsive service to improve the Developer and Building Community offering. Engaging Pathfinder to achieve this, Scottish Water developed and implemented a new, comprehensive Customer Engagement Model.

After only 6 weeks, Scottish Water experienced a dramatic reduction in complaints and an improvement in developer customers’ satisfaction; with a reduction in application approvals processing time from 115 days to just 8 days.




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