About us

Ensuring customer satisfaction

As part of our ongoing commitment to keep listening to how our household customers rate the service we offer, we contact 100 customers each year. To ensure that we continue to deliver great customer service, we set ourselves a target to measure our performance. The majority of customers tell us that they are satisfied with the overall service we provide and during 2018/19 year were were able to meet our target.

You can find out more about how we plan to keep improving our service, below.

See how our customers rated us between April 2018 and March 2019


2015/16 annual score (%) 2016/17 annual score (%) 2017/18 annual score (%) 2018/19 annual score (%)
Overall customer satisfaction* 98 97 99 97 98

Source: telephone interviews conducted by an independent agency, Accent Market Research

2018/9: 100 domestic customers, contacted April to March
2017/8: 100 domestic customers, contacted April to March
2016/7: 103 domestic customers, contacted March to April
2015/6: 301 domestic customers, contacted March to April

*figures show % of customers who rated us: very satisfied/ satisfied / neither satisfied nor dissatisfied with the overall level of service offered

Whilst we work hard to keep improving, some customers who have experienced a particular issue with their clean water service told us that we could have done better – particularly around the speed at which we respond to fix leaks in the public highway.


Average customer satisfaction score (out of 5) - 2018/9 annual score

% of customers who are dissatisfied/ very dissatisfied with the service provided - 2018/19 annual score

The reliability of your water supply



Your tap water is safe to drink



The colour and appearance of your tap water



Your water pressure



The taste and smell of your tap



The hardness / softness of your water



How quickly leaks in the public highway are responded to



Source: telephone interviews with 100 domestic customers, sample base varies by question, 78-100 calls took place during April 2018 to March 2019.
Questions asked customers to rate their satisfaction with the service measures on a 1-5 scale (1 - very dissatisfied, 5 - very satisfied).

What’s happening next?

By looking at all of the feedback that customers give to us (phone, e-mail, website, or focus groups), it helps us to identify opportunities to improve the service we offer. 

In addition to our regular customer service surveys, we also spoke in detail with hundreds of customers to find out how we can improve our service. We focused mainly on how we can offer a better experience when a customer moves home, reports a leak, wants a meter fitted or encounters a water supply issue.