South East Water hired ETS in 2015 to partner with them on a new engagement survey. They wanted to use the survey to measure engagement among their 950 employees and to drive business improvement. Challenge: Water companies, and the wider utilities industry, have culturally been quite traditional and conservative but this is changing. A change of ownership back in 2007 and the acquisition of Mid Kent Water has only added to this evolution for South East Water. The employee population, which features a number of long-serving workers who’ve previously been in the public sector, has seen an influx of ‘millennials’ with the opening of a new contact centre. This has made for a really diverse workforce that’s made up of customer services agents, engineers, technicians, analysts and accou

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