Satisfaction Index

Service Incentive Mechanism (SIM)

Satisfied Customers

ODI 1 of 2

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.

This year we achieved an average UKCSI score of 75.4, up from last year's score of 72.3. Last year, 75.4 would have been enough to secure a place in the upper quartile. However, the utility sector as a whole also improved its performance, meaning we remained just outside of the upper quartile, placed ninth out of the 23 companies surveyed. 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.

In what was a competitive year, we finished sixth in Ofwat's qualitative survey, which is based on ratings from customers we have contacted throughout the year. However, our quantitative performance was strong, 18 per cent improved on last year's industry-leading performance. Taken together, these scores gave us an overall SIM score of 86 out of 100, enough to secure third place nationally.