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Issues with water meter readings are adding to the public’s negative perception of water companies.
Data released by Trustpilot found that while the energy sector’s reputation is heading back in the right direction, public perception of water companies is continuing to decline.
The business review website claims that poor customer service and issues with meter readings are particularly to blame.
Trustpilot’s Online Review Index reports a “dramatic turnaround in the fortunes of energy companies” over the first three quarters of the year.
During this period positive sentiment in reviews of energy companies has risen by 14%, whereas negative sentiment has halved, down from 28% to just 14%.
Trustpilot’s index adds: “It represents a tangible reversal of fortune for a sector that has faced intense scrutiny ever since prices started to spiral in late 2021.
“In 2022, negative sentiment in reviews increased by 5% as the cost of living crisis, exacerbated by energy price cap increases, continued to place financial strain on households across the UK; but it appears that trend has been reversed this year.
“The reduction in prices has undoubtedly helped to increase positive sentiment in reviews, but it appears that energy companies have also improved the way they interact with their customers.”
While the outlook for energy firms may be changing, “water companies still have a long way to go”, the index adds.
It continues: “In the utilities sector, [water companies] have bucked the positive trend with negative sentiment in reviews remaining at the same level this year, and positive sentiment dropping slightly.
“Continued problems with customer service and issues over reading meters are some of the biggest factors contributing to negative sentiment.”
Mieke De Schepper, chief commercial officer at Trustpilot, said: “The fall in energy bills we’re seeing in the UK is helping to turnaround the reputation of energy companies, but analysis of our data suggests they are listening to the concerns of their customers in greater detail than ever before.
“Having a trustworthy reputation is still, and will always be, one of the biggest factors influencing which companies consumers choose to spend their hard earned money with across all sectors.
“Customer service in the energy industry appears to be improving, whereas water companies need to take note and up their game, focusing on listening to the concerns of their customers to improve trust and transparency.”
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