Portsmouth Water has come top of Ofwat’s annual service incentive mechanism (SIM) survey report for the second year running, while Southern Water came last in the satisfaction rankings.

The annual service incentive mechanism (SIM) survey report shows the results of four customer satisfaction surveys conducted across 2015-16. The survey asks customers how satisfied they are with their water company’s handling of queries and resolving issues.

The qualitative survey forms a part of the SIM – a financial incentive included in the 2014 final determinations for all companies. Ofwat introduced the SIM as a tool to encourage companies to improve their customers’ experience of interacting with them, reduce customer complaints, and get things right first time.

Each company’s customer service performance is assessed each year, and includes a measurement of the number of complaints they receive as well as the results from the customer satisfaction surveys.

The customer satisfaction 2015-16 results show a positive trend, with average customer satisfaction rising to 4.33 out of 5, up from 4.24 last year. Customers said better communication and a quicker response from water companies were the key issues that would make them even more satisfied.

The companies’ performance in the SIM will be taken into account when the water sector next sets prices in 2019.

Click here to download the report on the 2015-16 service incentive mechanism in full