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% rating ease of resolution

2019/20TargetPerformance
 Improving trend91% 

Customers rating ease of resolution - This is the percentage of customers in our region who said that their contact was easy to resolve. 

Measurement of this commitment has changed over the AMP period. In previous years, we have used our SIM replica surveys as the source of data for this PC. SIM in its full form ceased to exist on 31 March 2019. Ofwat's new measure of customer experience, C-MeX, was introduced as a shadow measure for this year in readiness for full launch on 1st April 2020.

We commissioned Ofwat's appointed research supplier, BMG Research, to carry out 10 C-MeX replica surveys for Wessex Water which included the ease of resolution question for this PC. They achieved a sample size of 1,817 over the year which is slightly reduced on previous years.

The 2019-20 performance is 91% compared with 92% for 2018-19 and a starting position of 93% in 2015-16. To meet this commitment an improving trend is required over the five-year period. We have therefore not met this performance commitment in 2019-20.