Wessex Water has once again retained its Customer Service Excellence (CSE) quality mark from the world-leading independent inspectorate SGS.

The water company became the first of its kind to achieve this coveted award back in 1996 and is currently one of only two water companies in the UK that are recognised as CSE holders.

The SGS assessment report highlights several areas of good practice at Wessex Water, including how the company:

  • gains a better understanding of the needs and preferences of different customer groups
  • works with providers and partners to offer and supply coordinated services for customers
  • regularly reviews and improves its complaints procedure by listening to customer feedback.
  • The report reads: “Wessex Water is regarded as one of the best managed and most successful water companies in the country, delivering some of the best quality services in the UK according to the industry regulator Ofwat.

“They are recognised as the most efficient in the industry and one of the top performing companies in Ofwat’s new measure of customer experience (C-Mex) which analyses the service and delivery performance of water companies.

“During the five-year regulatory period ending 31 March 2020, Wessex Water was consistently rated as one of the top water and sewerage companies for service, efficiency, standards and environmental performance.”

The report also highlighted how Wessex Water is one of the top performers in the water sector for customer service and has the lowest number of complaints of all the water and sewerage companies.

Wessex Water’s group director of communication and community Marilyn Smith said: “We have once again received some extremely positive feedback from SGS, and their report recognises that we continue to put customers first and find new ways to help them.”

The water and sewerage company also retained its ServiceMark with Distinction accreditation from the Institute of Customer Service (ICS) for a further 18 months towards the tail end of last year.

Distinction is the very highest level of ServiceMark accreditation that can be achieved, and Wessex Water is one of only 18 companies in the country to hold it.