Severn Trent Water, Birmingham, England, prides itself in having a comprehensive customer service program. This presentation discusses the need for customer service, even among a monopoly supplier with customers who are geographically tied, the methods for creating an effective program, and the results such a project can produce. Severn Trent also has an annual tracking program to gather customer information, learn of customer concerns about different issues, and discover general attitudes about the utility's performance. The survey contains questions pertaining to service standards, expectations for action, customer suggestions for operational improvements, water quality and taste, and several other timely items. Severn Trent believes that its customer service program has helped to change the reality of the service and improve their service and product.