Bath-based utility group Wessex Water has outperformed all other water and sewerage companies when it comes to helping customers, according to a survey by industry regulator Ofwat.
Its annual Customer Measure of Experience (C-MeX), which takes in satisfaction ratings given by customers who have contacted their company in the past year, put Wessex Water top among the 11 water and sewerage companies in England and Wales.
Combined with a separate metric, based on how companies are perceived by random members of the public surveyed, the group ranked third overall in Ofwat’s 2022-23 C-MeX rankings – behind Northumbrian Water and water-only company Portsmouth Water.
Wessex Water director of customer policy and engagement Sue Lindsay said: “This is very good news as we continue to be the leading water and sewerage company on the ‘contactor’ element of C-MeX, a direct reflection of the customer service we provide day in day out.
“We have a long and proud history of industry-leading customer service, but only because we’re always striving to learn lessons and improve.”
Earlier this year Wessex Water retained is national Customer Service Excellence (CSE) quality mark certificate – the only company in its sector to do so.
Wessex Water’s Strategic Direction Statement includes a commitment to measure performance against the UK’s top customer service providers.
It outlines how embracing new technologies and digital developments will help to ensure an effortless service – however a customer chooses to get in touch – while remaining true to what Wessex Water calls its longstanding ‘warm voice at the end of the phone’ philosophy.
Claverton Down-headquartered Wessex Water, which is owned by YTL Power International, part of the Malaysian conglomerate YTL, supplies water and sewage services to 2.8m customers across an area of 10,000 sq km stretching from Bath and Wiltshire to Bristol, Somerset, Dorset and parts of Gloucestershire.
