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% rating ease of resolution

Customers rating ease of resolution
Customers rating ease of resolution - This is the percentage of customers in our region who said that their contact was easy to resolve measured through our annual image tracking survey of 1,000 randomly selected customers across our region. Having reviewed the sample sizes achieved for the first 3 years of the AMP they have been found to be too small (around 100 contactors) to demonstrate whether any movement year on year in the effort score is statistically significant or not. As a result we have discussed and agreed with the independent Customer Scrutiny Group, Wessex Water Partnership that ease of resolution should now be measured through our SIM replica surveys. We carry out 8 SIM replica surveys each year achieving a very robust sample size of 2,400 and it is these values that are reported in the table. The 2017-18 performance is 93%, the same as 2015-16 and 2016-17. While the performance has remained excellent and stable, it does not reflect an improving trend meaning that we have not achieved our target.

For completeness this year we have also reported the performance taken from the answer to the relevant question in our image tracking survey. For 2017-18 the performance is 67% which is lower than the 2014-15 initial service level and therefore also does not equate to the targeted improving trend.