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News Centre > Thursday 20 February 2020

Third benchmarking survey marks satisfaction success for Guernsey Water


During autumn 2019, Guernsey Water conducted its third online customer benchmarking survey to gain an insight into what individuals and businesses thought about its performance.

The survey was conducted by The Institute of Customer Service, an independent professional membership body that specialises in developing and improving customer service. The results were then compared against utility companies in the UK using the Institute's Business Benchmarking.

Phil Marquis, Guernsey Water's Customer Service Manager, said: "We are delighted with the results of the survey and proud that our customers continue rating us so highly compared with other utilities and businesses."

Guernsey Water's business benchmark score was 89.2, which puts the organisation above the UK national average of 77.1 for all sectors - as outlined in the UK Customer Satisfaction Index (UKCSI) at the time of Guernsey Water's results. The UKCSI is based on a survey of 10,000 customers. The score is also comfortably above the national average for utilities of 72.1.

Jo Causon, CEO, The Institute of Customer Service said: "Guernsey Water's score shows that their customers are far more satisfied than is typical for UK utility companies. Business Benchmarking helps organisations see how perceptions of their service compare with others. We survey their customers to gain insight into their needs and how to meet them. By using the same questions as the UKCSI, organisations can understand how they score against our five key customer service dimensions."

Mr Marquis said: "This is the third survey we have conducted with the Institute of Customer Service. Our results this year have shown an improvement on the previous two years' results, a great achievement and one that has only been possible through the continued efforts of our staff."

The survey asked respondents to provide feedback on Guernsey Water's product reliability, service quality, billing and price issues as well as how well it communicates with customers.

Guernsey Water's customers were most satisfied with the competence and knowledge of staff, helpfulness of staff and product/service quality. They were least satisfied with price and reassurance.

These benchmarks enable businesses to identify strengths and weaknesses, understand how customers communicate with them and how satisfaction varies according to the form of communication, as well as looking at the range of scores achieved by other organisations.

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