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March 2023 - Utilities

Overall satisfaction for both water and sewerage services falls significantly in 2022: A survey of businesses in England and Wales has found that satisfaction has fallen overall for both water and sewerage services in 2022, compared to the previous survey (2020/21). The survey also questioned businesses about their overall satisfaction with retailer services, which was revealed to have remained 'stable'.

The survey for CCW was conducted by DJS Research and polled a representative sample of 1,825 business customers in England and Wales.

Carried out every two years, 'Testing the Waters' tracks the views of business customers in England & Wales on the water, sewerage and retailer services they receive. It also explores how business customers in England view the wider competitive retail market. 

The 2022 survey revealed an overall satisfaction score of 88% for water services, down from 91% in 2020/21. Satisfaction with sewerage services had also fallen to 82% (from 88% in 2020/21). 

Looking at overall satisfaction for retail services, the survey revealed a score of 70% for 2022, a marginal increase on 2020/21 (69%) and the same score as 2018 (70%).

Business customers in Wales were more satisfied with water services in 2022 (92%), found the research, than customers in England (87%), with a similar story for sewerage services (88% vs 81%). A significantly larger number of businesses were satisfied with retail services in Wales (85%), compared to those in England (66%).

Reasons for dissatisfaction

When asked about the reasons for their dissatisfaction with retailers, half of the respondents cited poor customer service (44%), while over a quarter (28%) said that inaccurate billing was a reason. A further 24% said service inefficiencies and issues not being resolved had caused them to feel dissatisfied.

Perceptions of value for money 

When asked about value for money, perceptions have fallen, with 68% agreeing they are satisfied with their water services in 2022, compared to 74% who were satisfied in 2020/21 and 72% in 2018. 

Looking at sewerage services, satisfaction fell from 75% in 2020/21 and 72% in 2018 to 65% in the most recent research. 

 You can read the full report in the published research section of our website

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