Covid support boosts business customer loyalty but satisfaction with retail trails wholesale

A fifth (22%) of businesses were contacted by their water retailer during Covid-19 to offer support, with those severely impacted by the pandemic (31% of all businesses) more likely to have been contacted than those who experienced a moderate (48% of businesses) or minimal (20%) impact.

Businesses who recalled contact were more likely to think their retailer cares than those who didn’t recall contact, and more likely to renegotiate a contract with that retailer than switch away. Business customers thought the Covid-related help offered by water retailers was in line with that offered by other utilities, but behind that offered by banks and financial services providers.

These were among the findings of CCW’s regular (once every two years) research among business customers, which last time around coincided with the start of the Covid-19 pandemic.

More generally, the research found that while 91% were satisfied with water service provision and 88% with sewerage service provision from their wholesaler, only 69% were satisfied with retail services (excluding Wales, where the figure was 85%). 78% said bills were clear and easy to understand.