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  • by Trevor Loveday

Northumbrian Water tops sector for customer service

Northumbrian Water was one of two utilities and the only water company designated in a review by a leading consultancy as exemplars to the sector, appearing among the top 100 companies “who invest in a customer-first culture.”


Northumbrian was commended in KPMG’s 13th annual review of UK customer experience excellence – the KPMG Customer Experience Excellence report for 2022. In a case study on the company the report praised its “more personalised” customer service.


The report went on: “Their commitment to motivating employees through their recent transformation has paid huge dividends. Employees were instrumental in helping the company achieve a leading position in the C-MeX index.”


Northumbrian came 95th in the top 100 table – an improvement of more than 70 places over the previous report. KPMG said its report was based on a survey of more than 10,000 customers and more than 300 organisations across the country.

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