UKRN, with the FCA, Ofcom, Ofgem, Ofwat and CCWater, have worked together to develop a set of performance scorecards to measure the customer experience across key sectors. You can now access the scorecards for financial services, communications, energy, and water in one place – with consumer metrics covering service quality, price differentials and satisfaction levels.
Consumer groups should take a look at chapter 7 of Ofwat’s Water 2020 consultation – which focuses on customer engagement. This section sets out how Customer Challenge Groups should contribute to the PR19 price setting process. Submissions should be sent to Ofwat by 10 February 2016.
The Consumer Council for Water has published results of their 2013/14 Water Matters tracking research into customers’ views on their water services.
Each year we ask customers for their views about the services they receive from their local water companies, and the value for money of those services. This year overall, more than 87% of customers say they are satisfied with the services but less than three quarters ( 69%-71%) consider the services are value for money.
Read more here.