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Catchment Management

Yorkshire Water ranked top for customer satisfaction

The UK Institute of Customer Service today named Yorkshire Water the top water company for customer service for the fifth survey running. 

The UK Customer Service Index (UKCSI) ranks organisations in 13 sectors twice a year. Based on customer satisfaction as calculated by the UKCSI, we came second in the utilities sector to Ovo Energy, but we beat Ovo Energy when using a slightly different measure of customer satisfaction, Net Promoter Score (NPS). 

The NPS* measures the willingness of customers to recommend a company’s products or services to others. It is used as an indication of customer satisfaction and loyalty. The average NPS for the utilities industry is -5.1 and when combining all sectors is 17.0. Our score is 27.6.

Based on independent customer feedback during an online survey of 10,000 people from across the UK, the index ranks brands such as Amazon (which takes the number one spot), John Lewis and HM Passport Office in an overall list, as well as comparing companies in similar sectors. 43,500 responses were recorded by UKCSI, with 6,000 for the utilities sector. 

Our score improved by 1.3 from 79.1 in July 2016 to 80.4 this year, meaning our score is 2.2 above the overall average, and 5.3 above the utilities sector average. We have occupied the top water company slot since July 2015. 

Shahnaz Hussain, Head of Customer Service, said: “Not only have Yorkshire folk got the second lowest water bill in the country, but once again we have been independently verified as delivering the best customer service in the water industry. 

“Customers are at the heart of what we do. From engaging with them on the changes we might make to listening carefully to feedback, we want to be easy to do business with. 

“Our new call-back service makes it even easier for customers to get in touch. You simply put your details into a box on our website and we ring you. That means we even pay for the call!”

To continue to make things easier for customers we have launched a new online call-back service, giving customers the option to receive a call rather than making a call themselves. Web chat is also an increasingly popular way for customers to get in touch, with more and more customers choosing online channels to contact us. We also have a dedicated Twitter account for customer service @YWHelp.

Our customers who answered the survey rated us higher than average for trust and customer satisfaction (8.1 versus a utilities average of 7.2 and an all-sector average of 7.7). 

According to the Institute of Customer Service, the quality of customer service overall has been rising in the UK since January 2013. This year the utilities sector is the second most improved, and customer satisfaction is at its highest point for nine years.

The UKCSI is a national barometer of customer satisfaction based on the responses of over 10,000 customers. UKCSI covers over 30 metrics of customer experience, including staff professionalism, quality and efficiency, ease of doing business, timeliness, problem solving, complaint handling and attitudes towards trust and reputation.

The measures in the UKCSI reflect the priorities customers have identified as the most important attributes of customer experience1. UKCSI also includes measures of customer effort and a Net Promoter Score (NPS).

* Net Promoter Score (NPS) is calculated by subtracting the % of respondents scoring 0 - 6 (out of 10) on likelihood to recommend from the % of respondents scoring 9 – 10.

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