Customer satisfaction with water nudges up in UKCSI

(by Karma Loveday)

Average customer satisfaction with water companies nudged up to 70.2 out of 100, from 69.5 last year, in the July 2026 UK Customer Satisfaction Index (UKCSI).

Eight water companies had a UKCSI score that was at least 2 points higher than a year ago, but four companies dropped by 2 points or more. Two made it onto the all-sector 20 most improved companies list: Northumbrian Water, up 7.3 to 75 out of 100 (with subsidiary Essex and Suffolk Water also up 4.6 points to 74.4) and SES Water, up 5.3 to 71.4.

Water continued to trail energy, were average satisfaction climbed by 3.4 points to 77.2. UK Power Networks (84.4) was the highest rated utility and the only one to appear in the all-sector top 50 organisations.

Combined, the water and energy sectors (utilities) remained the lowest ranked of all sectors, albeit utilities climbed 2 points to 73.7 in July 2026.

The whole UKCSI  was 78.3, 1 point higher than in July 2025. Banks and building societies topped the poll with 82. Nationwide was the highest ranked organisation with 87.3.

The UKCSI measures the state of customer satisfaction in the UK across 13 sectors. Scores are based on customers’ responses on 25 measures covering transactional experiences and broader aspects of customers’ relationships with organisations.