DiscoverWater.uk.org
Year of publication:
2020
DiscoverWater.co.uk is a 'dashboard' bringing together key information about water companies in England and Wales in one place for customers. The dashboard presents the data in a highly visual, clear and simple format, serving as an example for water companies in other countries.
Detailed description of Tool
The information provided has been agreed by water companies, the water regulators, the UK and Welsh Governments and the Consumer Council for Water, which is the water watchdog. These are:
- Water UK and water companies
- The Consumer Council for Water
- Defra
- Drinking Water Inspectorate
- Environment Agency
- Natural Resources Wales
- Ofwat
- Welsh Government
The information includes: water quality, sources, costs, "what happens after you flush", utilities resilience, among others.
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Implementation reports
Customer experience ratings
Short description:
How effectively companies deal with contacts from customers:
Ofwat (the industry regulator) measures the quality of service that companies provide to customers on a routine basis. The measure used is called Service Incentive Mechanism (SIM) and is scored out of 100. The higher the score the better. Results:
- WATER: 90% were satisfied with what is provided by companies; 72% were satisfied it is value for money.
- SEWERAGE: 85% were satisfied with what is provided by companies; 75% were satisfied it is value for money.
- ENERGY: 87% were satisfied with what is provided by companies; 71% were satisfied it is value for money.
Ofwat (the industry regulator) measures the quality of service that companies provide to customers on a routine basis. The measure used is called Service Incentive Mechanism (SIM) and is scored out of 100. The higher the score the better. Results:
- WATER: 90% were satisfied with what is provided by companies; 72% were satisfied it is value for money.
- SEWERAGE: 85% were satisfied with what is provided by companies; 75% were satisfied it is value for money.
- ENERGY: 87% were satisfied with what is provided by companies; 71% were satisfied it is value for money.
Countries:
United Kingdom
Reference:
CCWater Water Matters Annual Tracking Survey (5,158 total customers surveyed) Source: CCWater; England and Wales, Apr 2018 - Mar 2019
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