How We Support Our Customers
“Every customer counts” is one of our five key business commitments. It means we always put our customers first.
We want to improve how satisfied our customers are with our services. We listen to what they tell us is important to them and work hard to meet their needs.
We care about all our customers, not just the ones who contact us. We want to know what everyone thinks, even if they don’t usually get in touch.
How Satisfied Are Our Customers?
Every month, we call about 130 customers at random to ask how happy they are with seven things about our service:
- The look of their drinking water
- The taste and smell of their drinking water
- Leaks
- How we interact with them
- Water pressure
- Interruptions to their water supply
- Restrictions on water use (also known as hosepipe bans)
We ask them to score us out of five, where one is ‘completely dissatisfied’ and five is ‘completely satisfied’.
| Customers consider... | 2018/19 Actual | 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 |
Do our customers think our bills are good value?
Every year, we ask our customers if they think their bills are good value for money. This helps us understand what’s important to them and how their priorities might change over time.
Because we only run this survey once a year, we don’t have results for every three months.
| 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 |