Customer Experience in the Water Sector - Annual Monitoring Survey (SIM)

The overall objective of the customer survey research is to support Ofwat’s strategy by: • Providing a robust, comparable measure of customers' experience and how satisfied they are with the overall handling of an actual recent contact with their water or sewerage supplier. • Conducting research using a sample that covers all aspects of a Company’s business, and from the contact channels listed in the Approach to Sampling section below. • Producing data that is sufficiently robust to distinguish between performance levels in different Companies each year, so that this can be used to determine the level of financial rewards and penalties that should be imposed on individual compan…

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