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Catchment Management

Recognition for high customer satisfaction levels

We have been ranked as the highest water company, and the second best UK utility company for customer satisfaction in a survey carried out by the Institute of Customer Services.

The annual UK Customer Satisfaction Index survey sheds light onto the state of customer satisfaction in the UK a across 13 sectors of the economy.

Online retail giant  Amazon was recognised as the number one company for customer service, with Yorkshire Water’s overall ranking just outside the top 50.

However, of the 24 utility sector companies that took part in the survey, only OVO Energy scored higher than the we did.

We have five million customers and were recognised for our variety of options, both online and traditional, which customers have to get in touch. Our customer contact centre also scored highly for its speed of response to telephone enquiries and helpfulness of colleagues.

Katrina Feather, Customer Service Manager at Yorkshire Water, said: “This is the third year in a row our customer satisfaction levels have increased and we set ourselves strategic business objectives to ensure continuous improvement. A particular area we are keen to make further strides forward during the next 12 months is around how we proactively communicate with our customers for both planned and emergency operational work.”

As of April 1st, as part of the biggest shakeup in the water industry since privatisation, businesses, charities and public sector organisations will be able to choose which water retailer they want to use. It is therefore now more important than ever that water companies offer high customer service levels.

Of those who took part in the survey, above 70% felt Yorkshire Water dealt with their enquiry correctly and efficiently at the first point of contact.
Overall, the we scored  80.1 out of 100 in the UK Customer Satisfaction Index.

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