Our approach

"Every customer counts" is one of our five business commitments and ensures that our customers' priorities lie at the heart of all we do. 

We're committed to increase customer satisfaction across a range of measures, responding to the challenges set by our customers.

We're focused on all our customers, not just those who contact us, giving the silent majority a voice in our business.

Talking to our customers

Our Customer Care Team regularly gets out into the community to share advice and gain feedback from customers

Customer satisfaction

Each month approximately 130 customers are randomly selected to undertake a telephone survey to understand how satisfied they are with seven aspects of our service: 

  • Appearance of their water
  • Taste and odour
  • Leakage
  • Direct interaction
  • Water pressure
  • Supply interruptions
  • Water restrictions

Customers are asked to give a score out of five where one is 'completely dissatisfied' and five is 'completely satisfied'.

Customers consider...

2017/18

Target 

 2017/18

Actual

 2016/17

Actual

2015/16

Actual

Appearance of their water to be acceptable

 4.6

 4.5  4.5

 4.4

Taste and odour of their water to be acceptable 4.3   4.2 4.2  4.1
Level of leakage to be acceptable 4.0   3.8 3.8   3.4

Their direct interaction experience to be positive

4.5   4.3 4.3   4.2
Their water supply is of sufficient pressure 4.5   4.3 4.2  4.2 
The frequency and duration of supply interruptions is acceptable 4.7   4.6 4.6  4.6 
The frequency of water use restrictions to be acceptable 4.1   4.4 4.4  4.2 

 

Customers consider bills to be value for money and affordable

Customer satisfaction with value for money is measured through our annual tracker survey.

The survey is our tool to help us understand customers' priorities and how they might change over time.

As this is run once a year we do not have quarterly results for this measure.

Watch out for our survey online in September/October 2018.

Customers consider...

Target 

2017/18

Actual 

 2016/17

Actual

2015/16

Actual

Bills to be value for money and affordable  >80% by 2019/20 71  74

 71

 

Service incentive mechanism (SIM)

The service incentive mechanism (SIM) is a water industry customer satisfaction measure designed to encourage companies to provide a better service to their customers. The measure is split into two part:

  • Qualitative - 200 customers are contacted each quarter and asked to give a score from 1-5 on how well we have dealt with them
  • Quantitative - This is includes measures on the number of unwanted telephone contacts and Consumer Council for Water investigations. It also includes the number of written complaints
SIM score

2017/18

Actual 

 2016/17

Actual

2015/16

Actual

Qualitative 4.38  4.33  4.26

 

Complaints

2017/18

Actual 

 2016/17

Actual

2015/16

Actual

Number of written complaints 1,476  1,496  2,147

 

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