Jersey Water is celebrating Customer Service Week by “recognising the dedication of its teams and the trust of its customers” following positive results in a national customer service survey.
The utility firm shared its “strong performance” in the latest Institute of Customer Service (ICS) Business Benchmarking results, which placed it just outside the top ten UK companies when compared with the Institute’s UK Customer Satisfaction Index (UKCSI).
Jersey Water achieved an overall satisfaction score of 80.3 – higher than the UK utilities sector average of 71.7, and in line with some of the best-performing service organisations across the UK.
The company’s highest ratings came in helpfulness and competence of employees. It said that customers who experienced a “right first time” service reported significantly higher satisfaction levels, describing their interactions with Jersey Water as “efficient, helpful, friendly and leaving them feeling happy and satisfied”.
Jersey Water’s ranking places them among the likes of John Lewis, Waitrose, Marks and Spencer and Octopus Energy.
“Our people genuinely care about our customers, and that shows our results,” said Natalie Passmore, Director of Finance and Corporate Services at Jersey Water.
“We know that when we get things right first time, satisfaction rises, so we’re focused on learning from what works well and making every customer’s experience as smooth and positive as possible.”