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 year, our D-MeX performance reflects some of the operational challenges we’ve faced which impacted our customer satisfaction score, now at 62.42 per cent. Our service score remained strong at 98.79 per cent, consistent with last year’s performance. As a result, our overall ranking is 15th among 17 water companies.
While we’ve experienced a dip in customer satisfaction, we’re actively addressing the root causes and are committed to regaining our positive momentum.
Regarding delivery, we have developed a comprehensive improvement plan which focuses on significantly increasing resources, revising KPIs to align with industry standards, and establishing ambitious delivery timescales for all non-exceptional works. The goal is to complete works within 12 days of issue, a reduction from the current Water UK KPI of 20 days.
In terms of customer service, we have introduced a proactive outbound call campaign with revised guidelines for customer telephone contact. Additionally, we are transitioning to a regional team approach. Furthermore, a quality and assurance review is underway to speed up implementing customer feedback into our processes.
