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Customer experience

We will deliver excellent customer service to household customers

As a water company we will be measured by C-MeX, a mechanism designed to incentivise the water industry to improve customer experience.

Introduced by our regulator Ofwat, C-MeX takes into account how well we handle or resolve queries or complaints from customers as well as overall customer satisfaction levels.

Unit of measurement

Current performance (20/21)

2025 target 

C-MeX score

86.09 – top water and sewerage company

Upper quartile