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 2020/21 was 79.22 and our customer experience score was 82.18 resulting in our combined score for the year of 80.70 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:
- In person
- Live Chat
- Social media
- Webforms through MyAccount and feedback forms
Following Ofwat’s review of the industry we were placed 13 out of 17 water companies resulting in an underperformance payment of £0.401 million.
For further information on our customer experience performance please see our Customer Satisfaction measures.
The impact of Covid-19
There has been no Covid-19 impact on this target.