Business customer satisfaction slides, watchdog warns

Business customer satisfaction fell in the latest Testing the waters report from the Consumer Council for Water, which is carried out once every two years to measure how non-household water users are feeling.

Satisfaction with water services fell from 91% to 88% and with wastewater services from 88% to 82%. Meanwhile satisfaction with retail services including billing, meter reading and customer service was flat at 70%.

Perceptions of value for money were down from 74% to 68%, and fewer businesses believed their water and retail providers care about the service they provide.

CCW pointed out that businesses in Wales – where the vast majority of customers are not able to switch supplier – are much more satisfied with their services than their English counterparts, with satisfaction rates of 92% for water and 88% for sewerage services, while retail satisfaction in Wales was at 85%.

Water bills are one of the biggest sources of dissatisfaction.