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satisfied customers

Sim score increased to 86
New, proactive team formed to contact customers whose bills rise unexpectedly
Improved telephone system to reduce queuing

We continue to deliver ever-improving customer service against a backdrop of rising customer expectations. This has allowed us to maintain a leading position in our industry, increasing our score on the Service Incentive Mechanism (SIM), used by Ofwat to compare water companies' customer service.

Our SIM score of 86 puts us in the top three nationally, a major achievement in a very competitive year. This success was helped by a very strong performance against SIM's quantitative measure, where we achieved an increase of 18 per cent on an already industry-leading score. This year, improvements have included:

  • a new team to contact customers whose bills rise unexpectedly
  • making it easier for customers to contact us through digital channels
  • changes to our telephone system that improve call routing and allow customers to avoid queuing.

As well as investment in people and systems, we also promote a culture where everyone understands their role in providing excellent customer service. Our people are encouraged and empowered to take ownership of customer issues and to do the right thing for them, knowing they will be supported.

This approach has also allowed us to improve our score on the Institute of Customer Service's annual Customer Satisfaction Index (UKCSI), which increased from 72.3 to 75.4. We are determined to keep improving until we are ranked in the upper quartile within the utility sector. We are on track, with a January 2017 score of 77.

Our own, internal survey of customer satisfaction gathered opinions from more than 100,000 people who contacted us with an account query. More than 95 per cent said they were satisfied or better with the service they received.

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