customer trust

Latest in customer trust

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
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
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
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
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.
News
Research by Utility Week and WNS into the reasons for consumers' widespread mistrust of utilities is aiming to help industry leaders build better relationships with their customers. Jane Gray reports.
Research
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