We receive hundreds of requests each year from developers, self-lay providers and those with new appointments and variations (NAVs) to connect into our water mains network.
Therefore, we want to make sure we’re providing each and every one of them the best service possible.
D-MeX measures are the satisfaction ratings given to us by those organisations and customers who we dealt with during the year, and separately, our performance against selected Water UK service levels.
Our overall score is made up of two elements:
- Service scores
- Customer satisfaction surveys
How have we performed?
This is a new measure introduced in this five-year period and we have seen improvements in each of our scores.
The service score maintained the previous good performance level of 98.8, the customer satisfaction score improved from 66.68 to 74.14 per cent. These scores combined meant that our overall score for the year improved along with our ranking position which has moved up to 13 out of 17 water companies.
This year we have continued to develop our website portal to make it easier for customers to interact with us and work with our delivery partners to improve the quality of work on site.