At Capita, we’re experts at helping organisations to empower their customers. We’re also championing the transformation of the utilities industry, enabling a culture of energy creation and saving water. We consider what lies ahead for organisations as they respond to rising consumer expectations and the need to significantly reduce emissions to achieve net zero.
With climate change being one of the defining issues of our time, we’ve put together a series of insightful articles, research and reports which look at how the landscape is evolving for utilities companies.
Simplifying lives of Southern Water customers
This case study looks at how we’re working in partnership with Southern Water to simplify and transform customer experience, so that their customers are happier and empowered to self-serve online.
NEW: Readiness for Net Zero persona report
We carried out extensive consumer research to understand attitudes and behaviours around net zero. The result is an insightful report which includes a detailed profile of each persona, including insights into how utility providers might best engage with these groups
Road to net zero - our new Capita utilities report
We conducted consumer research among 3,000 UK adults to understand how far consumers are along the road to net zero, the barriers to change and what role consumer sentiment continues to play in this movement.
Helping a large water company with customer experience and collections
Water provider Severn Trent turned to us to help enhance the quality of experience its customers were receiving by improving its customer satisfaction (CSAT) score. Find out how our partnership helped give their customers a better experience and aided with debt collection.
Know your customers better to help reduce their carbon footprint. Try our net zero persona tool.
We carried out extensive research with 3,000 consumers, segmenting that data to define 8 personas, each with their own distinct circumstances, values, beliefs and barriers towards achieving net zero.
The result is an insightful report and interactive tool which enables you to put yourself in the shoes of your customers to learn about their needs and motivations.
Interesting reads
We’re working in partnership with the utilities sector to create a sustainable future through data-led insight and innovation, transforming new consumer demands into opportunities to grow.
Find out how we are designing the new services that consumers will need by training your people and harnessing your data and technology to deliver them.
Customer experience
We apply our deep heritage in customer experience and multi-industry expertise with our drive for innovation so your customers feel great about every touch point with you.
Data & analytics
We leverage existing and new data sources to provide real time analytics from social media and voice channels, so you can better understand customer behaviour, journey pain points and trends to make transformational improvements.
Complaint handling
We provide best in class escalated complaints handling, encompassing consulting and delivery services, and the latest technology on an end to end or modular basis with priority given to customer outcome and experience.