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Recognition for Jersey Water's customer service

Recognition for Jersey Water's customer service

Monday 15 November 2021

Recognition for Jersey Water's customer service

Monday 15 November 2021


Jersey Water scored highly in a recent customer service survey.

Compared to the latest UK Customer Satisfaction Index (UKCSI), the results show that Jersey Water is one of the most highly rated organisations for customer satisfaction out of 272 companies across 13 sectors and industries.

With 82.7 (out of 100), Jersey Water's score is above the national average of 77.4 and the average for utilities of 73.5.

The survey conducted with the Institute of Customer Service asked customers to rate Jersey Water with questions focused on five customer priorities of experience, complaints, customer ethos, emotional connection, and ethics.

Jersey Water outperformed the UKCSI all sector average and Utilities in all but one of the categories and by some considerable margin. In the Customer Experience category, the Company scored 84.0, nearly 10 points higher than the Utilities sector.

“This is fantastic feedback from our customers," Helier Smith, Chief Executive of Jersey Water, said. "Our people work extremely hard to deliver high-quality water for our Island and excellent customer service. We understand that our customers value interactions with us that are simple and efficient, so we work extremely hard to ensure our customer service is seamless.

"This result is even more impressive as, over the last five years, our average satisfaction index has been 84.5, an outstanding achievement from all the team. Being able to deliver sustained high levels of customer experience is a whole team effort. I would like to thank everyone at Jersey Water who has, throughout a challenging year, worked to deliver excellent customer service for our customers."

The company is also celebrating successfully treating and maintaining nitrate concentrations below the regulatory limit in drinking water for the eighth consecutive year.

“We are delighted to have achieved 100% regulatory compliance for the supply of drinking water. This is a real team effort from across the entire business working seamlessly to ensure our processes are operating to the highest standards possible," said Operations Director Julie Taylor.

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