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Record customer satisfaction

Scottish Water is now the UK’s most trusted utility1, with customer satisfaction reaching record levels2.

Our customers have wanted to see better service at a lower cost – and we have delivered on both counts.

We have become one of the UK’s top performing water companies, providing a leading service. By the end of 2014/15 we had achieved an Overall Performance Assessment (OPA) score of 400 – an increase of 21% in the last 5 years.

Satisfaction among customers who have been surveyed after contacting us with a service issue has reached a new high of 92.1% in 2014/15, increasing over the last 5 years from 80.2%.

Complaints fell by 29% in the last year and 64% over the last 5 years, while customer telephone contacts fell by 13% last year and by 50% in the last 5 years.

1 Results from the Institute of Customer Service in January 2015 show that satisfaction with Scottish Water has increased by 3 points, to its highest level. Results from the UK Customer Satisfaction Index in January 2015 also showed that we are the UK’s most trusted utility.

2 A survey of 40,336 customers who have been in touch with us showed that, in 2014/15, customer satisfaction increased to a new high of 92.1%.