It is important to us to know whether you feel the service you receive from us, is good value for money.
For us to understand what our customers think, we survey a minimum of 400 customers each year and ask them to rank us out of five when it comes to value for money – one being the lowest, five being the highest.
Before 2020/21 postal surveys were sent to customers during September and October. Now customers are surveyed throughout the year and the score is an average of the results from across the year.
During 2023/24 we aimed to incrementally improve on last year’s score with a target of 4.0 out of five.
How have we performed?
In 2023/24 we achieved a score of 3.5 out of five. This score is down 0.1 from 2022/23.
The score throughout the first two years was reasonably static, with relatively small month-over-month variances. We have seen a slight downturn in the previous two years and our analysis suggests that the cost-of-living crisis may be a factor in this reduction. In order to demonstrate value, we are continuing to deliver campaigns that highlight the amount of work undertaken to extract, treat and pump water to taps, as well as the wide-ranging environmental and community benefits we deliver.
