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Water Service Satisfaction Hits Five Year High


An increasing number of customers are really happy with the service they’re getting from their water company and believe that they’re getting good value for money. Satisfaction levels are now impressively sitting at a five year high. This is according to the Consumer Council for Water (CCWater), following their analysis of the results gathered as part of their annual ‘Water Matters’ survey. The survey was published on June 28th 2016, demonstrating that just over three quarters of English and Welsh households are of the belief that their water company is providing them with good value for the money they spend.

These developments point to the industry’s continued movement in the right direction with the latest satisfaction levels at five percent higher than they were in 2011. Yorkshire Water and Dŵr Cymru Welsh Water lead the way with the most satisfied customers – 83 percent for Yorkshire Water who have the most satisfied customers with regards to the value of their tap water and 82 percent for Dŵr Cymru Welsh Water, who have the most satisfied customers in relation to sewerage services. Admittedly, most homeowners don’t even realise just how much of a good service they’re getting or don’t even have any incentive for thinking about the services of their water company until something goes wrong or until it’s time to participate in the next annual survey.

Tony Smith, Chief Executive for the Consumer Council for Water said: “It’s no coincidence that satisfaction levels have risen at the same time water companies have shown a greater commitment to listen to what their customers want. The signs are encouraging but the job is not done. Many customers who genuinely cannot afford their bills are missing out on assistance schemes which could ease the pressure on thousands of households. We’re working hard with the industry to change this.”

The survey also revealed that five out of the ten water and sewerage companies in Wales and England all enjoy a steady rise in their satisfaction levels since 2011. These include Wessex Water, Anglian Water, South West Water, Severn Trent Water, and United Utilities.

By way of tap water quality, the study also found that customer satisfaction rates remained really high at 93 percent, so too sewerage services at 91 percent. CCWater’s initiative to continue gauging the service quality of the water companies allows consumers to not only see how their water company is doing, but also allows them to compare the service they’re getting with that of other water companies.

Some other findings which make for some interesting reading include:

  • Customers believe water companies care more about the quality of the service they provide than energy suppliers, at a ratio of 73% to 68%
  • Households tend to trust their water companies more than they do their energy providers
  • One in five customers only are aware that they are eligible for a rebate if none of the surface water drainage from their property runs into the public sewer
  • One in three homeowners are of the knowledge that their sewer company is responsible for the resolution of any problems with the shared sewerage pipes on their property