A customer experience about Severn Trent Water

Status: Approved

#Delay #Rudeness #CustomerService  Annoyed Other Anxious 

Kindly shared by C. Willetts

What happened

We have a sinkhole at our address and it’s been confirmed to be a collapsed pipe. It’s been 10 months and seven Trent still have not completed the work. It’s been complete incompetence and fobbed off phone calls. Workers coming out and repeating same procedures with cameras then nothing for weeks. Having to chase them up and being cut off by their schedular that’s refuses to give her full name. Asked for their complaints or Human Resources dept and yet again cut off phone calls. Workers come and dig down 2 metres and say there’s no burst pipe ( crazy as if they can’t find it how do they know it’s not burst). Then camera teams saying they haven’t dug far enough or even in the right position. But whenever we chase them up they have no answers for when the work can be done or worse still that the job is complete on their computer!

What I wish had happened

That they get the job done, that had more competent workers on all departments

Where this happened

On the phone

Severn Trent Water Customers

Most talked about by Severn Trent Water customers

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How this makes Severn Trent Water customers feel

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33% Delay
Feelings:

Annoyed

Other

Anxious

33% Rudeness
Feelings:

Annoyed

Other

Anxious

33% Customer Service
Feelings:

Annoyed

Other

Anxious

Utilities Customers

Most talked about by Utilities customers

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How this makes Utilities customers feel

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30% Customer Service
Feelings:

Frustrated

Annoyed

Anxious

Furious

Let down

Unsatisfied

Saddened

Sad

Uneasy

Offended

Insecure

Disappointed

Other

Disheartened

15% Financial Loss
Feelings:

Frustrated

Annoyed

Let down

Anxious

Furious

Uneasy

Disgusted

Disheartened

Other

Saddened

9% Communication
Feelings:

Frustrated

Furious

Anxious

Annoyed

Sad

Unsatisfied

Offended

9% Inconvenienced
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Frustrated

Annoyed

Furious

Unsatisfied

Anxious

Let down

6% Discrimination
Feelings:

Other

Anxious

Annoyed

Frustrated

Disgusted

Disappointed

Let down

6% Other
Feelings:

Furious

Frustrated

Disgusted

Annoyed

Let down

Other

Anxious

6% Delay
Feelings:

Frustrated

Annoyed

Disheartened

Saddened

Other

Anxious

Let down

4% Expectations Exceeded
Feelings:

Delighted

Happy

Pleased

4% Fraud
Feelings:

Frustrated

Annoyed

Uneasy

Let down

4% Rudeness
Feelings:

Annoyed

Frustrated

Other

Anxious

Furious

2% Delivery
Feelings:

Delighted

Happy

Pleased

2% Service
Feelings:

Delighted

Happy

Pleased

2% Quality of product
Feelings:

Frustrated

Sad

Offended

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Least positive experiences about Utilities companies

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