Customer
Satisfaction Index

Service Incentive Mechanism (SIM)

Delighted Customers

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ODI 1 of 2

Customer
Satisfaction Index

One of the ways we measure our performance on customer service is through our membership of the Institute of Customer Service. Their annual Customer Satisfaction Index (UKCSI) measures people's recent experiences of customer service across 13 different business sectors. We have set ourselves the target of being in the upper quartile within the utility sector.

Our score for 2018/19 is 75.5%, slightly down on 2017/18’s 77.5% score, and placing us at 14th out of 28 utility companies. We will continue to learn from the experiences of other pioneering industries to ensure we can comfortably and consistently achieve upper quartile performance in the future.

ODI 2 of 2

Service Incentive
Mechanism (SIM)

The Service Incentive Mechanism (SIM) is the measure used by our economic regulator, Ofwat, to compare the customer service offered by water companies. The measure is made up from the results of:

  • a qualitative survey of customers who contacted the company during four weeks each year
  • quantitative data on the number of customer complaints.

We get no prior warning of when the four survey weeks will take place. Scores from the two measures are combined to give an overall score out of 100.

We finished the year by securing the top spot for the second year running in Ofwat’s qualitative survey, which is based on ratings from customers who contacted us throughout the year. Together with our quantitative performance, which looks at the number of unwanted customer contacts, we have a SIM score of 90 out of 100.