Bath-based water and sewerage company Wessex Water has retained its customer service excellence quality mark award for another year.
Photo © Wessex Water
Industry-leading support for people in vulnerable circumstances was highlighted by the Centre of Assessment, with tailored affordability tariffs helping thousands of customers with bill payments in the last year alone.
Wessex Water, which operates from Claverton Down, first received the Customer Service Excellence (CSE) quality mark back in 1996 and, according to assessors, continues to set the highest standards.
The CSE report reads: “Evidence provided throughout the assessment process made it clear that they (Wessex Water) continue to meet the requirements of the CSE standard.
“The exceptionally high level of achievement is testament to their deep-rooted belief in continuous Improvement and customer excellence.”
The assessment noted that Wessex Water was rated second highest in the UKCSI list of 20 most improved organisations and third in the entire utilities sector on ‘customer satisfaction and trust’.
The report also recognised that the company delivers the highest standards of drinking water – measured by the DWI’s quality compliance index – and is a top performer in regulator Ofwat’s measure of customer experience.
Quality mark success comes after Wessex Water was also praised by industry watchdog CCW for the handling of household complaints.
Every year CCW compares the performance of companies based on the number of complaints received per 10,000 connections, then assesses how well any issues were dealt with.
Wessex Water was the only water and sewerage firm to receive top grading in both metrics.
CCW said: “The company has been among the best performers for many years, and we know it shares its insight with other companies to help them improve their performance too.”
