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customer trust

Latest in customer trust

Ofwat chief says companies still failing to ‘get the basics right’
Water companies are still failing to “get the basics rights” when comes to customer service, according to Ofwat chief executive David Black. Speaking at the regulator’s annual non-executive director conference, Black warned that if things stay as they are, they will not be trusted to tackle other major issues like improving water quality in rivers and reducing consumption to prevent shortages.
News
Customer satisfaction high but trust low in water sector
While most water customers are satisfied with the services from their supplier and sewerage companies, far fewer trust the sector to act in the best interest of communities or the environment, according to a new survey from Ofwat and CCW. The poll also suggested customers are more concerned with stopping sewage from entering water bodies, fixing leaks and preventing water shortages than keeping bills down or reducing carbon emissions.
News
Fletcher: Public will judge water firms on coronavirus actions
Ofwat chief executive Rachel Fletcher has highlighted some of the “important choices” water companies face in responding to coronavirus and warned that “the public is watching and judging”. But, has the regulator provided enough clarity to reassure firms?
Analysis
First water company in top 50 for customer satisfaction
Customer satisfaction with utility services fell to its lowest point since 2017, research by Institute of Customer Service (ICS) shows. The sector could improve on its billing, website navigation and helping customers contact the relevant person or department when they need assistance. Despite the overall falls, the ICS top 50 rankings welcomed its first ever water company.
News
Not listening to customers on PR19 would be a failure
Anglian Water chief executive Peter Simpson tells Utility Week the company's customers have made it clear that cheaper bills are not the only priority when it comes to setting its business plan for the next five years.
News
It’s time to be as aware of wasting water as we are of smoking
If people can stop and think twice about smoking, why not stop and think about the amount of water they are using? With such high interest from the public about environment and climate, Colin Skellett says there has never been a better time to make people think more about water usage.
News
Ofwat reveals changes to PR19 methodology
Water companies will be required to set out proposals to share benefits with customers if its gearing level is materially more than the notional level underpinning price controls.
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