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Customer satisfaction scores of UK water companies 2021

Published by Ian Tiseo, Oct 7, 2021
Portsmouth Water and Wessex Water had the the highest customer satisfaction amongst UK water and wastewater companies in 2021. Results from Ofwat's C-Mex Model showed satisfaction scores above 86 for both Portsmouth Water and Wessex Water. The lowest score was for Thames Water, at 72.92.

Customer satisfaction scores of water companies in the United Kingdom 2021

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Release date

October 2021

Region

United Kingdom

Survey time period

April 2020 to March 2021

Number of respondents

13,000+*

Special properties

values are based on C-MeX score.

Method of interview

CATI, online interview

Supplementary notes

*200 interviews per quarter were achieved for each water company, over the 12 month reporting period.
The customer measure of experience (C-MeX) score is for residential customers. It is the combined score for billing, water, and waste.

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