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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Low
30% Customer Service
Feelings:

Frustrated

Annoyed

Anxious

Furious

Unsatisfied

Let down

Other

Saddened

Disheartened

Insecure

Sad

Disappointed

Offended

Uneasy

15% Financial Loss
Feelings:

Frustrated

Annoyed

Let down

Anxious

Furious

Disgusted

Disheartened

Saddened

Other

Uneasy

9% Communication
Feelings:

Frustrated

Unsatisfied

Offended

Sad

Furious

Anxious

Annoyed

9% Inconvenienced
Feelings:

Frustrated

Annoyed

Unsatisfied

Let down

Furious

Anxious

6% Discrimination
Feelings:

Anxious

Disgusted

Let down

Other

Annoyed

Frustrated

Disappointed

6% Other
Feelings:

Frustrated

Furious

Other

Let down

Disgusted

Annoyed

Anxious

6% Delay
Feelings:

Frustrated

Annoyed

Disheartened

Saddened

Let down

Other

Anxious

4% Expectations Exceeded
Feelings:

Happy

Delighted

Pleased

4% Fraud
Feelings:

Frustrated

Annoyed

Let down

Uneasy

4% Rudeness
Feelings:

Annoyed

Other

Anxious

Furious

Frustrated

2% Delivery
Feelings:

Pleased

Happy

Delighted

2% Service
Feelings:

Pleased

Happy

Delighted

2% Quality of product
Feelings:

Offended

Sad

Frustrated

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