Customer experience ratings

Water companies aim to provide you with the very best quality services and value for money.

WATER 93% Satisfied with what is provided by companies
SEWERAGE 88% Satisfied with what is provided by companies
ENERGY 92% Satisfied with what is provided by companies
73% Satisfied it is value for money
76% Satisfied it is value for money
80% Satisfied it is value for money

CCWater Water Matters Annual Tracking Survey (5,420 total customers surveyed)

Source: CCWater; England and Wales, Apr 2016 - Mar 2017
  • water - satisfied with what is provided by companies
  • sewerage - satisfied with what is provided by companies

How effectively companies deal with contacts from customers

84 of 100

Ofwat (the industry regulator) measures the quality of service that companies provide to customers on a routine basis. The measure used is called Service Incentive Mechanism (SIM) and is scored out of 100. The higher the score the better. The approach to calculating SIM scores changed in 2015-16 to only count scores for household customers and give more weight to how they were treated by their water company. The approach used in 2013-14 counted scores for non-household customers as well as household customers, and gave less weight to customers' views. In 2014-15, a mixture of old and new approaches was used.

Source: Ofwat; England and Wales, Apr 2016 - Mar 2017
  • 74 of 100
    2011-2012
  • 78 of 100
    2012-2013
  • 82 of 100
    2013-2014
  • 82 of 100
    2014-2015
  • 82 of 100
    2015-2016
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What is measured by the Service Incentive Mechanism?

The Service Incentive Mechanism measures how well customers feel a company did when they contacted them, and how many times customers had to contact a company about something that went wrong or to make a complaint. 

SIM score (out of 100)

The graph shows each company’s score out of 100 for the latest year – the higher the better.

      SIM​ score (out of 100)

      Source: Ofwat

      SIM score (out of 100)

      The graph shows each company’s score out of 100 for last three years – the higher the better.

      The approach to calculating SIM scores changed in 2015-16. The new approach only counts scores for household customers and gives more weight to customers' views on how they were treated by their water company. The old approach, used up to 2013-14, counted scores for non-household customers as well as household customers, and gave less weight to customers' views. In 2014-15, a mixture of old and new approaches was used.

          SIM​ score (out of 100)

          Source: Ofwat

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