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How a Monopoly Utility Provider Uses VoC to Drive Service Quality and Customer Satisfaction
Bratislavská vodárenská spoločnosť (BVS) is the primary provider of water supply and wastewater services in Slovakia. As a utility company operating in a regulated environment, BVS serves a large base of residential customers, with a strong focus on reliable service delivery and operational efficiency.
Since 2020, BVS has been working with Staffino to better understand and systematically manage customer satisfaction across its key service channels.
Unlike companies in competitive markets, BVS operates as a monopoly. Despite this, the company has taken a proactive approach to customer experience, aiming not only to measure satisfaction but to continuously improve service quality and transparency.
By implementing a Voice of Customer (VoC) program, BVS set out to gain actionable insights into customer interactions across all major touchpoints.
The main objective was to build a consistent, data-driven view of customer satisfaction across all key service processes (service centres, call centre, etc.).
A key focus was on measuring service quality, identifying inefficiencies, and ensuring customer expectations are met across all channels while maintaining the performance standards required.
BVS uses the Staffino CX management platform to continuously collect and analyse customer feedback across all relevant touchpoints. The approach includes:
This comprehensive touchpoint setup ensures that customer experience is measured consistently across the entire service ecosystem.
Out of more than 23,000 collected responses, approximately 3,700 include open-text feedback:, representing around 16% of all responses.
By combining structured ratings with qualitative input, BVS gains deeper insight into customer needs, expectations, and pain points.
Customer satisfaction with both contact centre and call centre interactions remains consistently high, reaching an eCSAT of 96.63% for in-person contact centre visits and 95.14% for call centre interactions.
This demonstrates that even in a non-competitive environment, employee approach and professionalism can deliver strong satisfaction outcomes and reinforce trust in essential public services.
Customer satisfaction with waiting time reached 96.38%, highlighting efficient process management across the contact centre. Minimising waiting time plays a critical role in the overall experience, particularly in high-volume service environments such as utility providers.
First Contact Resolution (FCR) remains consistently high across both in-person and phone interactions:
This performance is significantly above typical utility sector benchmarks, where FCR commonly ranges between 70–80%. High FCR directly reduces customer effort and increases satisfaction, as customers are able to resolve their requests without repeated contact.
Customer satisfaction with contact centre inquiry resolution reached 93.26%, indicating a high level of service quality in one of the most critical customer touchpoints.
This confirms the importance of efficient and professional communication in shaping overall customer perception, particularly in issue resolution scenarios.
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