Hartlepool Water most recommended company across water, energy and telecoms

Anglian Water Group subsidiary, Hartlepool Water, secured the highest Net Promoter Score (NPS) of all companies across water, energy and telecoms, in the second annual cross-sector performance scorecard published by the UK Regulators Network (UKRN).

Under NPS methodology, consumers are asked: "On a scale of 0 to 10, how likely are you to recommended your supplier/provider to a friend, family member or colleague?" Responses are grouped as follows: promoters (score 9-10); passives (score 7-8); detractors (score 0-6). NPS is calculated as the proportion of consumers who are promoters of their supplier/provider minus those who are detractors. Based on the global NPS standards, any score above 0 is considered “good”, a score of 50 and above is considered “excellent”.

Hartlepool Water scored 62, significantly above the next closest (and still high) water scorer Welsh Water (38). Collectively, the water sector performed well too. Sixteen on the 21 companies rated received a positive NPS, with the sector average at 16 – though that masked a very wide spread from Hartlepool’s 62 down to -9 for Southern Water. In energy the average NPS was 4, with the average score in telecoms divided as follows: landline 12, broadband 12 and mobile 25.

NPS was one of a number of measures used on the UKRN scorecard, with many of the others not directly comparable between sectors. Moving Forward Together – Scorecards II is a collaboration between UKRN, FCA, Ofcom, Ofgem, Ofwat and CCW to measure the customer experience across key sectors.