‘Amazing achievement’ as customer service award retained for Wessex Water

A new independent assessment has recognised Wessex Water for Customer Service Excellence (CSE).

The water and sewerage company has retained the CSE quality mark award, an accolade it first picked up in 1996, after a glowing report from the Centre for Assessment.

The report reads: “Quality and continuous improvement are of the highest importance to Wessex Water and the organisational culture is one of prioritising the customer experience.

“Externally, in January 2023 Wessex Water were rated second highest in the UKCSI list of 20 most improved organisations and rated third in the utilities sector on ‘customer satisfaction and trust’ – this is an amazing achievement for a relatively small organisation.

“Everyone at Wessex Water is engaged in the drive for continuous improvement. An approach of seeing challenges and learning points as an opportunity to improve is encouraged.”

The report also recognised that Wessex Water delivers the highest standards of drinking water, as measured by the DWI’s quality compliance index, and is one of the top performing companies in regulator Ofwat’s measure of customer experience (C-MeX).

In turn, there is praise for going the extra mile to help customers in vulnerable circumstances – Wessex Water has committed to being the first company to eliminate water poverty by 2030, ensuring nobody spends more than 5% of their disposable household income on their water bill, and is expanding its industry-leading affordability assistance programme.

The report adds: “The work you do to expand your insight and constantly update your understanding of all your customers is extensive. At every opportunity you are seeking to reach those who are most disadvantaged for whatever reason of vulnerability.”



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