‘Customers at our core’ is the cornerstone of our values, and an integral part of everything we do here at SWR. Since the very beginning we have always organically focused on delivering a first class service to our customers. Over the years, this passion has become fully engrained in our behaviour, and is also reflected in our company mission, values and purpose.
We have recently adopted a more structured approach to consistently improve the services and products that we offer, which in turn has led us to be able to benchmark ourselves against industry leading companies, ensuring that we stay ahead of the game. We are extremely proud of our best in class NPS score of 96, which we feel supports our efforts and reassures customers that we are serious about service.
Our ‘Continuous Improvement and Innovation’ programmes have also had an impressive impact on our customers, and ensure that we don’t stand still, but instead constantly drive progression and expansion. It has become the norm at SWR for our people to constantly challenge the way we do things and generate ideas for improvement, we no longer accept a casual ‘it’s just the way we do things around here’ response. This has had an immense effect on team morale, and of course our valued customers.
Our local community is very important to us, and as such we are always looking at ways to get involved with local schools and charities. One scheme in particular involves a local school, Astley Cooper based in Hemel Hempstead, who we work with by way of an Enterprise Advisor Partnership.
We organise visits for Astley Coopers’ students to come and have a hands on experience at our Production Facility. We also support their Work Based Learning programme, which sees students gaining constructive and tangible experience working alongside our teams.
We have always been keen on encouraging and actively supporting local charities, one example of this was the introduction of our annual SWR bike ride, where our team members have taken on ever more challenging voyages each year. The most recent ride saw 11 of us complete a gruelling 124 mile journey from Hemel Hempstead to Stonehenge in support of The Hospice of St Francis, a local charity who provide life changing care for people and their nearest and dearest in our community who are living with life-limiting illnesses.