• Sign Up or Sign In

Portsmouth Water tops customer satisfaction list

Portsmouth Water has, for the second year in a row, come out on top for handling customer queries and resolving issues.

The water-only company achieved a score of 4.57 out of five for customer satisfaction, in Ofwat’s 2015/16 service incentive mechanism (SIM) survey report.

Wessex Water was ranked second with a score of 4.52, and Bournemouth Water came third with 4.46. Meanwhile, at the other end of the scale, Southern Water scored the lowest at 3.97, and Thames came second-from-last with a score of 4.10.

Ofwat said the latest results show a “positive trend”, with average customer satisfaction rising to 4.33 compared with 4.24 the previous year.

However, customers said better communication and a quicker response from water companies were the “key issues” that would make them even more satisfied.

The report concluded: “Comparing the SIM results with the 2014/15 pilot, it is clear that there has been a significant improvement in handling of customer queries over the last 18 months; much of that improvement has occurred in the last two SIM waves.”

Ofwat introduced the SIM in 2010 as a way of encouraging water companies to improve their customer service.

An industry-wide consultation on modifications to the original measure took place between October 2013 and January 2014. The main changes to come out of this were: a shorter more focussed questionnaire; excluding non-households; surveying both resolved and unresolved contacts; and no notice given for the survey.

Combined data for 2015/16 to 2018/19 will be used to support Ofwat’s decisions on financial incentives in 2019.


A version of this story first appeared on Utility Week.

Author: Lois Vallely,
Topic: Policy & Regulation
Tags: water companies , ofwat , customer service , Service Incentive mechanism

© Faversham House Group Ltd 2019. WWT and WET News news articles may be copied or forwarded for individual use only. No other reproduction or distribution is permitted without prior written consent.

Cookie Policy   |   Privacy Policy