The UK Institute of Customer Service has 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, Yorkshire Water comes second in the utilities sector to Ovo Energy, but it beats 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. Yorkshire Water scores 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. UKCSI recorded 43,500 responses, with 6,000 for the utilities sector.
Yorkshire Water’s score improved by 1.3 from 79.1 in July 2016 to 80.4 this year. The company’s score is 2.2 above the overall average, and 5.3 above the utilities sector average. It has occupied the top water company slot since July 2015.
Shahnaz Hussain, Yorkshire Water’s 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!”
The 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 the water company. The water company also has a dedicated Twitter account for customer service @YWHelp.
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.
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