Wessex bucks utility trend to be the most improved in customer satisfaction poll

The performance of the utilities sector in the January 2023 UK Customer Satisfaction Index (UKCSI) fell to its lowest since 2015. The sector scored 71.7 out of 100: the lowest scoring of any sector and down 2.8 points on January 2022. Almost half the organisations whose scores fell by at least 2 points were in utilities or transport.

Within utilities, it was energy rather than water that was the biggest drain on performance: while average satisfaction with water companies fell by 1.1 points to 74.8, average satisfaction with energy companies tanked by 3.8 to 70.3, likely driven by price spikes.

The sector-wide January 2023 score was 77.7, a fall of 0.7. Only one utility – UK Power Networks – made it into the top 50 organisations, placed 3rd with a score of 84.4. However, Wessex Water secured joint top spot in the 20 most improved organisations list. Its score was up 6 points to 80.4, well ahead of the water and utility sector averages.