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% rating good value for money

2019/20TargetPerformance
 75%74%

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 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 targeted a 1% increase in value for money each year over AMP6, starting from 71% in 2015-16 to 75% in 2019-20. We have not met this target in 2019-20 with a score of 74%, but have seen a significant improvement of 5% between 2018 and 2019 despite this being a year when the value for money of the sector has been under particular scrutiny politically and in the media. We did not achieve this commitment in 2017-18 and 2018-19.

This is a reputational measure only.