Turquoise have been tracking customer satisfaction levels on behalf of South West Water since 1997.
The survey was set up to establish and monitor customer perceptions over time as well as to highlight and monitor particular areas of customer satisfaction and dissatisfaction.
To measure all aspects of the service provided and measure levels of satisfaction amongst customers. Additionally to assess customers satisfaction when they have initiated contact with South West Water.
Interviews are conducted on a monthly basis via our CATI unit with 1000 quantitative interviews completed across the year.
Results provide South West Water with an ongoing measure of performance along with recommendations on how service levels could be improved. Industry measures are used by OFWAT to benchmark South West Waters level of service against other water companies.