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.
PREMIUM: SIM and customer service in UK water
