Welsh Water grabs top water company spot in national customer service measure

Welsh Water becomes the top-rated water company in Wales and England in the latest update of UK-wide customer service research.

The not-for-profit company – which serves three million people across most of Wales and parts of England – was rated higher for customer service than all other water companies and among the best in the utilities sector overall.

The company was ranked 80.4 in the survey, 0.9 points higher than its score last year.

The Institute of Customer Service’s Insight (UKCSI) study looks at the quality of customer service in the UK, across 13 sectors of the economy. It is based on customer surveys carried out every six months.

Welsh Water’s overall score puts it in top position of the water sector. The company’s score is two points ahead of the overall UKCSI which stands at 78.4, and the rest of the utilities sector which stands at 74.1. This result builds on a strong performance earlier this year in the water industry specific customer service measure (also known as C-MeX) measured by the water industry’s regulator Ofwat. Welsh Water achieved an upper quartile position when compared with other water and sewerage companies.

Chief Executive Peter Perry said: “It’s really encouraging to see us achieve our highest score to date in such a respected piece of industry research. Thank you to every one of our colleagues for helping us to reach this score, whether they’re talking to customers on the phone, or being courteous when fixing a leak in a local community.

“With a company vision to earn the trust of our customers every day, listening to customers as their expectations change has never been more important to us.”


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