Welsh, Portsmouth and Wessex lead on customer experience

Welsh Water was the top performing water company for customer experience, as measured by Ofwat’s new customer measure of experience (C-MeX) for the 2019-20 financial year.

Welsh Water was joined in the top three by Portsmouth Water and Wessex Water – both of whom also made the top two in the D-MeX league table which measures developer satisfaction with water companies. Northumbrian made it to third place on D-MeX.

At the bottom of the C-MeX table was Thames Water, just beaten by Southern Water in second from last place. Yorkshire was bottom on D-MeX, just below Affinity Water.

The results for C-MeX and D-MeX were obtained from information gathered from interviews with customers during 2019-20, which was a pilot for the new incentive mechanisms. Financial incentives do not apply to these results given it was a "shadow" year of operation, but the scores will be used to set the baseline for future years.

Companies stand to gain or lose from incentive payments from the 2020-21 financial year.

Ofwat has also published decisions following its July 2020 consultation on changing the Water UK metrics in D-MeX.