Media Release: Customers getting a much better service, says water watchdog

THE level of service being provided to customers of Scottish Water has improved significantly in the last year, according to a report published today by the Water Industry Commission for Scotland.

The Commission measures Scottish Water’s service using an overall performance assessment (OPA) – an index that combines measures that matter most to customers, such as the how quickly complaints are handled, whether they experience low water pressure, and the quality of drinking water.

Based on this assessment, Scottish Water improved its levels of service to customers by 40 per cent during 2006-07.

The Commission welcomes Scottish Water’s determined efforts to improve performance and to meet annual customer service targets that were set in 2005.

Customers are now benefitting from the Scottish Government’s decision to make improvements in customer service an important factor in the award of bonuses to Scottish Water’s management and staff.

Speaking today Sir Ian Byatt, chair of the Commission said: “On behalf of customers in Scotland, I am delighted to see these results – although there is further to go.”

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