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. 


How do we measure up?

Our business plan target is to achieve greater than 80 out of 100 by 2019-20. In 2016-17, we achieved 85.0.

We know we have further work to do to reach our target for being in the top five companies and during 2017-18 we will be continuing with improving our processes to help us to achieve this.

In 2016-17, we were 7th in the industry and our result was better than average. However we are determined to keep improving and want to be in the top five companies. 

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.