Employee morale can also be viewed through the prism of improved customer service.

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Scottish Water has significantly improved the level of customer service it provides and has cut its leakage by more than a third.

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It could be improved quality to reduce their defects in manufacturing, it could be improved levels of service to reduce delays, and it could include increasing customer service to get a better outcome.

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Indeed, the company has found that since introducing the NPS in November as customer satisfaction with its sales associates, service and price perception has improved.

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