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Customer experience ratings

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

WATER 89% Satisfied with what is provided by companies
SEWERAGE 65% Satisfied with what is provided by companies
ENERGY 90% Satisfied with what is provided by companies
69% Satisfied it is value for money
70% 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 2023 - Mar 2024

  • 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

76 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 2022 - Mar 2023
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What is measured by the Customer Measure of Experience?

The Customer Measure of Experience measures the experience companies provide their customers. Companies receive a score based on satisfaction ratings given by customers in monthly surveys of customers who have recently contacted their company and of 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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