One method we use to understand how we are performing is the industry wide Customer Measure of Experience (C-MeX).
This measure uses a research agency to undertake surveys every three months to gather your views in two areas:
- Satisfaction of customer service – a survey of those customers who have been in contact with us
- Satisfaction of customer experience – a random customer survey to understand their general experience of us
During both surveys customers are asked how satisfied they are with the service they receive from us and whether they’d recommend us to family or friends.
The results of these surveys are combined to give an overall score out of 100.
We have not been set a specific target to reach, however we are striving to continuously improve our scores.
How have we performed?
Our customer service score for 2024/25 was 71.10 and our customer experience score was 72.53 resulting in our combined score for the year of 71.82 out of 100.
As a company we must offer at least five different ways for you to contact us, including three online. If we don’t meet this requirement, we have points deducted from our overall score Following customer feedback we now offer you nine different ways in which you can contact us:
You can reach us via:
- Telephone
- SMS Inbound
- Letter
- In person
- Live Chat
- Social media
- Webforms through MyAccount and feedback forms
- Website
Following Ofwat’s review of the industry we were placed 12 out of 17 water companies resulting in an underperformance payment of approximately £0.497 million*. A year-end position of 12th is the highest we have ever achieved on C-MeX, which was introduced in April 2020. We finished the AMP achieving our highest ever quarterly rank on C-MeX, and our highest rank on Ofwat’s CSAT measure in seven years, since 2017-18 when SIM was the equivalent measure.
*Based on pre-price adjustment figures from Ofwat
