Customer satisfaction - Service Incentive Mechanism (SIM)

Ofwat, the industry regulator, measures the quality of service provided by companies to their household customers. The measure, called the Service Incentive Mechanism (SIM), is a score out of 100 – the higher the better. Since the measure was introduced in 2010, overall scores have improved. 

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How do we measure up?

Our business plan target is to achieve greater than 80 out of 100 by 2019-20. In 2015-16, we achieved 82.0.

We know we have further work to do to reach our target for being in the top five companies and during 2016-17 we will be continuing with improving our processes to help us to achieve this.

In 2015-16, we achieved 12th position compared to other companies and are determined to improve this for future.

Top tip!

We want to deliver a five-out-of-five service and use your feedback to help us improve. If you call us we will send you a survey message afterwards to rate our performance. By taking a moment to tell us what you think you are helping influence how we do business with you and others in the future.

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