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Record customer satisfaction

Every action taken at Scottish Water is focused on meeting the needs of our customers.

The approach of putting customers at the heart of everything we do - to achieve our vision of being Scotland’s most valued and trusted business - has seen us record our highest ever customer service levels in 2013/14.

We use a measurement called Overall Performance Assessment (OPA) which looks at a range of indicators on how we are performing. Our 2013/14 target was to achieve an OPA score of 380. We out-performed this target by 4.7%, achieving a score of 397.

Separately, our customer satisfaction score reached a high of 90.1%, up from over 88% the previous year.

We are also looking at new ways of getting customer feedback within hours of a service issue being resolved using telephone, SMS and email feedback.

Written complaints have been falling steadily, with 2013/14 seeing a 12% reduction from levels in 2012/13.

The last year has seen further developments in Scottish Water’s use of digital media to reach out to as many customers as possible in the most accessible way. A number of community focused Twitter accounts have been launched to share information on Scottish Water news, investments and events at a regional level.