Service incentive mechanism (SIM) - This is the Ofwat measure of the quality of customer service. There are two elements to the SIM; an independent customer satisfaction survey and a customer contact measure covering written complaints and unwanted contacts. The scores for each of these measures are combined to produce a total score out of 100 following the Ofwat methodology. Companies are compared with each other in an Ofwat league table.
Our target is a SIM score of >86 in each year of the five years. In 2018-19 we achieved a score of 87 and we anticipate achieving the target for the rest of the AMP.
We have not included any valuation of the financial impact for the SIM as this is determined separately by Ofwat.