Customer satisfaction with services ticks up as trust wanes
Customer satisfaction with sewerage services in England and Wales increased to 79% overall in 2022 while satisfaction with value for money remained static at 75% for water and increased from 76% to 78% for sewerage services. Meanwhile trust in water companies fell to its lowest since records began .
These were among the findings of water consumer watchdog, Consumer Council for Water reported in its latest annual report on customer sentiment covering 2022.
Other findings in the report, Water Matters, included:
92% of customers in England and Wales are satisfied with their water supply, which has been a flat trend over the last 12 years;
in 2022, 64% of people perceived their charges to be fair, which was an increase on 2021 (62%);
the number of customers agreeing that their charges were affordable remained at 76% but the number who feel that their charges are unaffordable increased (12% in 2022 vs 10% in 2021); and
more people – 51% in 2022 compared to 50% in 2021 – said that the communication from their water company was good.
The full report is available HERE.
Kommentare