Blue Sky Performance Improvement

Contractors

Employees

Score guide:

1 = No evidence of behaviour

3 = Average performance

7 = Good example

10 = Exemplary

5.1 4.5

3.9 3.5

3.0 2.9

CSL (Talboyscontractor)

Kemac Progressivemetering

Smarter Homevisit

Lanes SalesInvestigator

6.4

5.5 5.4 5.3

1.3

CustomerLiaison rep

NSTs (Water) Networkengineer -

Waste

Developerservices In

field

WaterSampling

Technician

Customer liaison reps were

the most skilled in-field

operatives - a score of 6 or

above truly indicates a high

degree of competence where

the individual has the

customer service skills to

execute Thames’ vision of

transforming the way

customers are served.

Blue Sky Performance Improvement

Significant differences

in getting the basics

right - clarifying

purpose and

signposting

7.4

5.6

In-field Topperformers

In-field Poorperformers

Personable and polite

7.0

2.3

In-field Topperformers

In-field Poorperformers

Clarifies purpose

6.5

2.3

In-field Topperformers

In-field Poorperformers

Signposts

There is a small but

noticeable difference

in capability around

being personable

and polite

5.0

1.7

In-field Topperformers

In-field Poorperformers

Proactively reassures

4.5

1.7

In-field Top performers In-field Poorperformers

Advocate for the customer

* Top performing = Customer Liaison rep, Network Engineer and NST. Poor performing = Sales Investigator, Smarter Home Visit and

Lanes contractor

Blue Sky Performance Improvement

8.

0

1

2

3

4

5

6

7

8

9

10In-field Top performers

* Top performing = Customer Liaison rep, Network Engineer and NST. Poor performing = Sales Investigator, Smarter Home Visit

and Lanes contractor

Thames Water – Survey insights

Blue Sky Performance Improvement

Thames Water – Diagnostic insights 9.

Only 20% of C-Sat 1 calls in Ops CC demonstrated an above

average rating on clarifying next steps. Customers were left

unclear on how their situation would be handled 20%

This is one example from

7 behaviours where C-Sat

5 behaviours were

markedly different.

ABC “infant” accounting

using simple language,

clear sums and constant

checking in.

Across Ops CC and RCC there was

no difference in capability around

being polite and personable or

asking for basic facts and details

4.2 4.3

Ops CCC-Sat 1

Ops CCC-Sat 5

Factual questioning

7.9 8.2

C-Sat 1(Capita RCC)

C-Sat 5(Capita RCC)

Polite and Personable

1.3

6.4

C-Sat 1(Capita RCC)

C-Sat 5(Capita RCC)

ABC accounting

Blue Sky Performance Improvement

0

2

4

6

8

10

Ave

rag

e s

co

re p

er

be

ha

vio

ur

ca

teg

ory

C-Sat 1 C-Sat 5

10.

Score guide:

1 = No evidence of behaviour 3 = Average performance

7 = Good example 10 =Exemplary

Thames Water – Diagnostic insights

Blue Sky Performance Improvement

0

2

4

6

8

10

Ave

rage

sco

re p

er

be

ha

vio

ur

ca

tego

ry

C-Sat 1 C-Sat 5

11.

Score guide:

1 = No evidence of behaviour. 7 = Good example

3 = Average performance. 10 =Exemplary

Thames Water – Diagnostic insights

What good looks like Conclusion