Helping life flow smoothly

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Across
  1. 1. The leading water company in the UK according to OFWAT (6)
  2. 6. United Utilities could be fined up to ___________ million pounds if we don't improve our customer service performance (11)
  3. 9. The second most common reason for customer contacts (13)
  4. 11. SIM stands for Service _________ Mechanism (9)
  5. 12. In 2011/2012 the NCA Customer team proactively ____________ with over half a million customers (12)
Down
  1. 2. United Utilities vision is to become a leading North West _______ Provider (7)
  2. 3. During 2011/12 The NCA Customer team made 945 positive ___________ (13)
  3. 4. The main aim of SIM is to get it right first time & ___ it right first time (3)
  4. 5. Who is responsible for customer service (8)
  5. 7. Under SIM's quantative measure what type of complaint costs 5 points (7)
  6. 8. How do we measure customer satisfaction during our work (2,4,6)
  7. 10. Think like a customer, stand in their _____(5)