The UK Regulators Network (UKRN), has published customer performance scorecards for the water, energy, telecoms and current banking sectors.

The UKRN, the Consumer Council for Water, and UKRN members FCA, Ofcom, Ofgem and Ofwat have been working together to develop a set of performance scorecards to measure the customer experience across key sectors.

The publication, Moving forward together, brings together key consumer metrics covering service quality, price differentials and satisfaction levels andprovides insight into how effectively companies in water, energy, telecoms and essential financial services are delivering for their consumers.

Each regulator has also published their template, plus links to more detailed analysis, on their websites.

Jonathan Oxley, CEO of the UKRN, said:

“Understanding the experience of consumers across our sectors is a vital part of improving consumer outcomes. I am delighted at the ways in which our members have worked together, building on their extensive sectoral knowledge to create shared insight. I hope this project helps consumer groups and other interested parties recognise where consumer needs can be best served.”

Consumer Minister Kelly Tolhurst said the scorecards would be a welcome step for customers and provide them with trusted, impartial information to compare how well companies deliver for their customers. It would also incentivise companies to improve their performance to attract customers and beat their competition."I will continue to work with the UK Regulators Network and regulators to expand the information available in the scorecards.” she added.

The UKRN consists of eleven sectoral regulators from the UK’s utility, financial and transport sectors who work together to for the benefit of consumers and the economy.

The performance scorecards are intended to:

• Help regulators and regulated companies determine where to focus action;
• Increase the incentives for suppliers to improve performance
• Provide regulators and policymakers with indicators that will help identify and address any common challenges across sectors

Dr Mike Keil, Head of Policy and Research at the Consumer Council for Water, commented:

“Bringing together the wealth of information we share on consumers’ experiences is an invaluable tool in helping us turn up the heat on utility providers that are falling short of their customers’ expectations. Our hope is that this project will also act as a catalyst for even closer collaboration between regulators and consumer groups.”

John Russell, Senior Director of Strategy and Planning from Ofwat, said:

“I welcome the publication of the first iteration of the UKRN performance scorecards. Turning data into actionable insights is one of the key themes of Ofwat’s new strategy, and I am confident that bringing together these metrics into one place will make it easier for stakeholders and the public to understand how well regulated businesses across our sectors are performing”.

Click here to access the UKRN performance scorecard report Moving Forward Together