Jersey Water has announced its industry leading customer service results from its latest business benchmarking survey.
Conducted annually on Jersey Water’s behalf by the Institute of Customer Service, the survey invites feedback from customers about their experiences with the water utility.
This year’s results once again place Jersey Water just outside the top ten UK companies for customer service, when compared to the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI). This sees the water company rubbing shoulders with the likes of John Lewis, Waitrose, Marks and Spencer, Greggs and Monzo. Jersey Water also scored highly compared to the UK utilities sector in the UKCSI.
For customer satisfaction, Jersey Water achieved a score of 83.1, which is well above the average for all UK industry sectors (75.8) and the national utilities sector (69.8) in the latest UKCSI.
Customers also reported finding it easier to deal with the water company, reflected in a low ‘customer effort’ score of 2.7 (based on a scale of 1 to 10, where lower indicates less effort required). This rating is significantly above the all-sector average of 4.6 and the utility industry average of 4.7, demonstrating Jersey Water’s ongoing commitment to excellent customer service.
Key areas where customers feel most satisfied with Jersey Water include service reliability, and the competence and helpfulness of employees. When asked to describe their customer experience with Jersey Water, people commonly used words such as “satisfied,” “efficient,” “happy,” “helpful,” and “reliable.”
Commenting on the results, Natalie Passmore (pictured), Director of Finance at Jersey Water, said: “We are extremely proud to remain among the top companies in the UK for our levels of customer service. At Jersey Water, we are committed to providing high quality, reliable services for all our customers and these results reflect the hard work and dedication of our entire team, across all areas of the business. We will continue to listen to our customers, improve our services and ensure that we remain a trusted and valued part of the Jersey community.”
