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View archived newsCambridge Water tops new survey
Cambridge Water has topped a new survey which looks at customer satisfaction in the water industry.
Around 96 per cent of customers said they were satisfied with the overall service provided by the water company, with 78 per cent in agreement that it represented value for money.
The survey was carried out by the Consumer Council for Water which represents the interests of water consumers in England and Wales, and took account of the views of 4029 consumers.
The quality, quantity and safety of water supplied by the company scored particularly highly. Around 99 per cent were happy with the reliability of supply and 96 per cent were satisfied with its safety.
Managing director Stephen Kay said: “Of the 29 questions that were relevant to companies supplying water services, I am delighted to say that Cambridge Water achieved the highest score for over a third.
“Providing our customers with a consistent supply of the highest quality water while ensuring our water bills are the second lowest in the country is one of our top priorities and I am happy that our customers recognise this.”
Cambridge Water also scored highly for communicating water efficiency messages to consumers. Around 68% said they were aware of use water wisely campaigns, the highest score out of all the water companies. Around 67% also said they had taken action to reduce their water usage.
Of the 10 per cent of customers who had contacted the water company over the past year, all said they were satisfied with the way their query was handled. Of those contacted only five people had had cause to complain and all were satisfied with the way the company had handled their complaint.
In all but a handful of queries the water company performed average or above average. The only area for slight concern relates to the hardness of the water, where only 51 per cent were satisfied with the hardness compared to a national average of 57 per cent.
Mr Kay added: “We recognise that for many customers having hard water can be a nuisance, but it is worth remembering that it is these natural minerals caused by the water filtering through the chalk beds that gives our water its crisp taste, which according to the survey 85 per cent of customers enjoy and prefer it to bottled water.”
He added: “While these surveys provide an excellent benchmark of our performance and show that we are performing well as a company, we are never complacent and will be analysing the responses to see where we can further improve our customer experience in the future.”