Three-quarters of water customers believe they get value for money
Customers' perception of value for money from water companies has increased for the first time in four years, according to the Consumer Council for Water (CCW).
The watchdog’s annual ‘Water Matters’ survey reveals that 75 per cent of water customers and 77 per cent of sewerage customers were happy with the value for money of the services they received in 2014.
These are both up 6 per cent on the previous year, the first increase for four years and the highest levels of satisfaction since 2010 when both were 78 per cent.
CCW said the increase is as a result of the efforts made by water companies to listen and act on calls from customers to hold down bills and communicate more clearly what they are getting in return for their money.
The survey was conducted between November 2014 and February this year, after the draft determinations were made by Ofwat for PR14 which set out that bills would fall by an average of 5 per cent in real terms between 2015 and 2020.
CCW’s survey also reveals the majority of customers are happy with their water and wastewater supplier (94 and 91 per cent) and that customers see water companies (75 per cent) to be more caring about the service they provide than their energy suppliers (69 per cent).
CCW chief executive Tony Smith welcomed the improvement but has urged water companies to maintain the increase in satisfaction by delivering on the promises they set out in their PR14 business plans.
He said: “Value for money is not simply about lower bills – it’s about water companies showing their customers that they are delivering reliable services and making the improvements customers expect.
“The rise in satisfaction levels is encouraging, but the challenge for the industry is to sustain this increase over a longer period by delivering on the promises made to their customers for the next five years.”
A version of this article first appeared on Utility Week.
- PwC is Ofwat's delivery partner for price review Ofwat has appointed PwC as delivery partner for its 2014 price review. PwC will provide advice, analysis and assurance... Read More >
- Murphys appoints director for water Murphys has announced the appointment of Stuart Rothery to the newly created role of sector director for water. The... Read More >
- Risk and reward guidance makes water sector 'less attractive' to investors Ofwat's guidance on risk and reward has made the water sector less attractive to investors, according to a new survey by... Read More >
- Meeting AMP7 leakage targets Damian Crawford, head of smart networks & leakage at Stantec, discusses how becoming data-rich and knowledge-smart can... Read More >
- Rewarding excellence WWT content director Alec Peachey looks ahead to next year's Water Industry Awards. Read More >
- Delivering a smart network Tom Mills, senior director UK&I at Sensus, examines what a smart water network really means - and how to get there. Read More >
- A watershed moment for the water industry? Tessa Harding, director of water at Thomson Environmental Consultants, discusses the government's Environment Bill. Read More >
- AMP7: putting the customer centre stage 2020 marks the beginnings of a new chapter for clients and contractors in the water industry with the start of AMP7, the... Read More >