Satisfaction with water creeps up in UK Customer Service Index

Customer satisfaction with water companies increased by 2.1 points to 75.9 in the 2022 UK Customer Service Index from the Institute of Customer Service.

This was just above the customer satisfaction increase of 1.8 points for all utilities, though the sector as a whole remained second from bottom in the rankings, just above local public services. The report noted that although satisfaction with utilities improved across all measures in the UKCSI, the number of customers experiencing a problem rose by 6.2 percentage points to 20.8%, the highest ever level in this sector.

No water companies made it into the top 50 organisations overall rankings, though three energy providers did: UK Power Networks in an impressive fourth place; M&S Energy 13th; and Octopus Energy 32nd.

There were some water appearances in sub rankings. Northumbrian Water and Bristol Water made the top ten for complaint handling. Meanwhile South Staffs Water and Essex & Suffolk Water were in the 20 most improved listing.