Standard content for Members only
To continue reading this article, please login to your Utility Week account, Start 14 day trial or Become a member.
If your organisation already has a corporate membership and you haven’t activated it simply follow the register link below. Check here.
Over the past few years, the improvement of customer experience in other sectors has increased expectations of monopoly service providers. As utilities seek to maintain legitimacy, customer experience is key. Regulators have seized on this agenda and Ofwat is leading the way. Coupled with a wider focus on legitimacy and affordability, Ofwat has driven a new regulatory model that seeks to put customers at the heart of water companies’ strategies.
Central to this is the SIM. This is a regulatory tool that uses financial penalties and rewards to drive improvements in customer experience in the water sector.
This report focuses on the comparative performance of the nine water and wastewater companies (WASCs) operating in England with regard to SIM, since the measure’s introduction in 2010. It highlights the top performers and laggards, and brings out the insights and learnings from each. It also asks to what extent SIM has achieved its objectives, and what the future holds.
Click here to read the full report
Please login or Register to leave a comment.