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Launch of Water Mark assessment of industry performance

We have launched our Water Mark assessment to showcase how well water companies are delivering in the areas that matter most to their customers.

Customer Service Experience and Business Satisfaction Survey. Woman chosen a smiley face on smart phone

We have pulled together previously published information on customers’ views, complaint numbers and operational performance to highlight how companies are performing in a simple table. Every area of performance has been assessed and graded and then companies have been given a ranking to show their overall performance.

The first Water Mark reflects on company performance in 2018/19 and shows:

  • Most customers were generally satisfied with the service they received.
  • Companies need to do more to improve households’ perceptions over the fairness of their bills and likelihood to recommend their supplier.
  • Customers’ confidence in the long-term security of their water supply shows room for improvement.

Companies’ performance on complaints and the number of service disruptions that customers experience paints a mixed picture.

Take a look at our Water Mark assessment

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