Jersey Water's Customer Service Excellence: How They Rank Among the Best in the UK

Jersey Water has announced its industry-leading customer service results from its latest business benchmarking survey. Conducted annually on Jersey Water’s behalf by the Institute of Customer Service, the survey invites feedback from customers about their experiences with the water utility.

This year’s results place Jersey Water just outside the top ten UK companies for customer service, competing with renowned brands such as John Lewis, Waitrose, Marks and Spencer, Greggs, and Monzo. The company scored impressively compared to the UK utilities sector in the UK Customer Satisfaction Index (UKCSI).

Key Performance Metrics

• Customer Satisfaction Score: Jersey Water achieved a score of 83.1, significantly above the average for all UK industry sectors (75.8) and the national utilities sector (69.8).
• Customer Effort Score: Customers reported a low effort score of 2.7 (on a scale of 1 to 10), indicating that it is easier to deal with Jersey Water compared to the all-sector average of 4.6 and the utility industry average of 4.7.

Customer Feedback

Key areas of satisfaction include service reliability, as well as the competence and helpfulness of employees. Customers frequently described their experiences with words like “satisfied,” “efficient,” “happy,” “helpful,” and “reliable.”

Natalie Passmore, Director of Finance at Jersey Water, remarked, “We are extremely proud to remain among the top companies in the UK for our levels of customer service. At Jersey Water, we are committed to providing high-quality, reliable services for all our customers, and these results reflect the hard work and dedication of our entire team.”