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 2022/23 we aimed to incrementally improve on last year’s score with a target of 3.9 out of five.
How have we performed?
In 2022/23 we achieved a score of 3.6 out of five, below our target. This score was consistent with the score achieved in 2021/22 with no reportable positive or negative variance.
The score so far throughout the 2020 to 2025 period is reasonably static, with relatively small month-over-month variances. Previously we had identified the need for more campaigns to 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. This remains the case.
