Customer
Satisfaction Index

Service Incentive Mechanism (SIM)

Satisfied 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.

We achieved some great scores in 2017/18, including our highest ever score of 78.6 in July. Our average score for the year was 77.5, placing us sixth out of the 25 utility companies surveyed in both the July and January surveys. 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 with the top spot in Ofwat’s qualitative survey, which is based on ratings from customers who contacted us throughout the year. This is up from sixth place in 2016/17. Together with our quantitative performance, which looks at the number of unwanted customer contacts, we have a SIM score of 88 out of 100, which made us the top company for customer service in 2017/18.