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.
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... | 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 |
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 |