Explain Market Research and Northumbrian Water Group collaborate at national conference

Northumbrian Water Group (NWG) and Explain Market Research collaborated at the first MRS Utilities Conference 2017. The event, took place on Thursday, 21 September 2017, and showcased how utility suppliers are meeting regulators' recommendations and taking a truly innovative and holistic approach to research which is driving customer choice, satisfaction, engagement and promoting behavioral change.

Elaine Erskine, Strategic Research and Assurance Manager, NWG, and Kim Davis, Managing Director, Explain Market Research presented to an audience of industry experts on their partnership in delivering NWG’s enhanced customer engagement strategy. The session, titled ‘Maximising customer participation’ took delegates through the journey NWG had taken in transforming the role of customers from that of passive receivers of services, into active participants.

Based in Newcastle upon Tyne, Explain has provided full-service market research solutions to a range of organisations for over two decades, with specialist knowledge and expertise in the utilities, healthcare, social housing and financial services sectors. Delivering innovative insights is at the forefront of their culture and this was again recognised by the MRS earlier this month when Explain were shortlisted as finalists in the MRS Operations Awards 2017.

Kim Davis comments: “As a proud company partner of the Market Research Society, and having worked in partnership with NWG for over 20 years, we are delighted to have shared our work at the MRS Utilities Conference. Explain work across the utility sector with both suppliers and distributors, it was a unique opportunity to share the innovative approach we are delivering with NWG, but also to hear how other organisations are approaching the challenges and opportunities currently facing the sector.”

Elaine Erskine said “It was great to be part of the first MRS Utilities Conference and hear what other companies are doing to engage with their customers. I was very proud to have the opportunity to be able share some of the innovative methods that NWG are using to engage with our customers, and allow them to become active participants in the creation of the services and information that we provide.”

Other contributions during the conference included the Department for Business, Energy & Industrial Strategy, ofgem, the energy ombudsman, Citizens Advice and the Energy Savings Trust as well as 10 power and water utility suppliers.

For more information visit www.explainresearch.co.uk or contact the team on 0191 261 5261 [email protected]

Sage Bellway

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