Customer Experience in the Water Sector - Future Customer Performance Commitment and Service Incentive Mechanism (SIM) Review

The overall objective of the work is to identify and evaluate alternative approaches to measure, evaluate and compare company performance in terms of customer service, satisfaction, trust and confidence. Scope and key tasks The Contractor will be expected to: 1. Identify/confirm the main challenges of the current SIM as a measure of company performance in terms of customer service, customer satisfaction and customer complaints. 2. Assess complementarity of current SIM against existing common Performance Commitme...