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Customer experience ratings

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

WATER 90% Satisfied with what is provided by companies
SEWERAGE 64% Satisfied with what is provided by companies
ENERGY 90% Satisfied with what is provided by companies
65% Satisfied it is value for money
67% Satisfied it is value for money
76% Satisfied it is value for money

CCW Water Matters Annual Tracking Survey

Source: CCW; England and Wales, Apr 2024 - Mar 2025

  • water - satisfied with what is provided by companies
  • sewerage - satisfied with what is provided by companies

How good is the customer experience provided by companies

74 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 the Customer Measure of Experience (C—Mex) and is scored out of 100. The higher the score the better.

Source: Water UK; England and Wales, Apr 2024 - Mar 2025
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What does the Customer Experience Measure?

Customer Experience Measurement measures the experience that companies provide to their customers. Companies receive a score based on satisfaction scores given by customers in monthly surveys of customers who have recently contacted their company and random members of the public. In both cases, customers are asked how satisfied they are with the service provided and how likely they would be to recommend the water company to family or friends.

C-MeX score (out of 100)

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

      C-MeX score (out of 100)

      Source: Water UK

      C-MeX score (out of 100)

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

          C-MeX​ score (out of 100).

          Source: Water UK

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