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Water Plus wanted to gain a clear understanding of how business customers perceived its brand – from day-to-day in- and outbound communications, through to the breadth of its service portfolio and overall customer experience. The objective was to highlight strengths, uncover areas for optimisation, and identify opportunities to strengthen customer relationships.
Skopos created a bespoke pop-up community consultation, blending qualitative and quantitative approaches. Customers engaged in live discussions, chats, surveys, and quick polls – providing both depth and breadth of feedback. This interactive approach enabled us to capture authentic views on communications, service touchpoints, and brand perceptions in real time.
The community delivered direct, actionable insight – helping Water Plus refine its communication strategies across content, tone, style, and channel. It also provided a valuable forum for customers to raise wider issues and highlight ‘pain points.’ By maintaining an active presence within the community, Water Plus gave its brand a stronger, more human voice – demonstrating responsiveness and building trust with its customer base.
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