Providing the best customer experience

Wessex Water is the top performing water and sewerage company in Ofwat’s customer measure of experience (C-MeX) for 2020-21.

C-MeX came into effect from April 2020, replacing the service incentive mechanism (SIM) as a new measure of assessing how both customers and the wider public rate each company.

Wessex Water’s C-MeX score came from two independent Ofwat surveys – one from customers who have been in contact and the other from a wider group who haven’t. The resulting league table saw water-only company Portsmouth Water finish top, ahead of Wessex in second and Northumbrian Water third.

Colin Skellett, Wessex Water’s chief executive, said: “This excellent result has been achieved by the hard work of colleagues who regularly go above and beyond to give the best customer experience and the proactive way we are engaging with communities across our region.

“We’re particularly proud that this top performance has been maintained throughout the Covid-19 pandemic.

“Our people all see themselves as ambassadors for Wessex Water, providing an outstanding experience whether customers have contacted us or not.”