Percentage rating good value for money - This is the percentage of customers in our region rating our overall service as good value for money. The percentage is calculated from the answer to the relevant question in our image tracking survey. This is a telephone survey of a random sample of 1,000 domestic customers in the Wessex Water region. The survey is carried out by an independent market research agency on our behalf.
The survey questions asked are consistent from year to year. The sample includes both people who have had reason to contact us in the year and those that have not.
We are targeting a 1% increase in value for money each year over AMP6, starting from 71% in 2015-16 to 75% in 2019-20.
This is a reputational measure only.
The result of the independent survey for 2018-19 is 69%, a reduction on the prior year meaning we have not achieved our target. Due to the nature of this performance commitment it is difficult to guarantee future performance. However, we continue to implement improvements that should provide the best chance of achieving the target in future.