Welsh lead water, as power network beats off all competition on customer service score

Welsh Water celebrated taking the top spot among water companies in the latest UK Customer Service Index (UKCSI) from the Institute of Customer Service. In July 2022, it ranked 80.4 out of 100, 0.9 points higher than last year, and well ahead of both the utility sector average of 74.1 (up 0.6 on last year) and the all-sector average of 78.4 (up one point on last year).

Two water companies appeared in the all-sector 20 most improved companies list: Essex and Suffolk Water, up 4.7 to 71.8; and South Staffs, up 2.5 to 70.1.

In a remarkable result for UK Power Networks, the distribution network operator was the highest placed of all companies analysed, scoring 86.5, up from 78.2 last year. UKPN beat Timpson into second place (86.4) and John Lewis into third (86.3).

Non-food retail was highest scoring sector (86.3); followed by leisure (81.8) and food retail (81.7).

The UKCSI surveys customers on the quality of customer service in the UK, across 13 sectors of the economy.