About us

Ensuring customer satisfaction

As part of our ongoing commitment to keep listening to what our household customers think about the service we offer, we contact hundreds of customers each year. The majority of customers tell us that they are satisfied with the overall service we provide, and so far this year we are behind our target of 98%. 

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

See how 153 customers rated us between April and December 2019

 





  Commitment
Target
(%)
2015/16 annual score (%) 2016/17 annual score (%) 2017/18 annual score (%) 2018/19 annual score (%) 2019/20 score YTD (%)
Overall customer satisfaction* 98 97 99 97 98 93

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. 

Measure

Average customer satisfaction score (out of 5) - 2019/20 YTD

% of customers who are dissatisfied/ very dissatisfied with the service provided - 2019/20 YTD

Reliability of your water supply

4.7

2%

Colour and appearance of your tap water

4.5

5%

Your tap water is safe to drink

4.6

5%

Taste and smell of your tap water

4.3

7%

Your water pressure

4.1

8%

How quickly water leaks are repaired on public footpaths/highways


3.4


21%

Hardness of your water

2.9

39%

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.