Welsh Water joins top 50 for customer service in latest survey

Welsh Water led the water sector again in the mid-year publication of the UK Customer Satisfaction Index (UKCSI), which tracks the state of customer satisfaction in the UK every January and July.

Welsh Water scored 80.1 out of a possible 100, compared to an all sector score of 77 and a utility sector score of 72.6. The not-for-dividend company came top within water, performed highly in the wider utilities category, and was the only water firm to make it in to the UKCSI national Top 50.

The Institute of Customer Service (ICS), which runs the UKCSI, reported the all sector average of 77 was flat from last year. Utilities remained the second lowest performing sector, above transport which scored 71.4.


The leading sectors were leisure, retail and banks, with the top companies John Lewis, Nationwide, First Direct, M&S and Amazon.

Customers said protecting employees and vulnerable customers were most important things organisations should focus on during Covid 19. 66% said they value those who work in customer service roles more.


The ICS set out eight key areas organisations should focus on in the context of the evolving Covid crisis - see below.