Alternative SIM Measure: Implementation Plan

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The objective of this report was to research whether an alternative Service Incentive Mechanism (SIM) survey could be introduced for the period 2015-2020 that supported Ofwat's aim to increase water company focus on improving customer satisfaction. The project defined and tested a simpler SIM survey for capturing customer views on the qualitative aspects of customer satisfaction. It also assessed the feasibility of replacing the existing quantitative performance metrics with a single metric of the total number of customer complaints. The project concluded that the revised survey would achieve Ofwat's objective, would also be less costly to operate and would provide a good comparative metric across water companies. A single qualitative metric of 'Customer Experience' should be used for the comparative SIM. The use of a quantitative metric of 'total complaints' was supported for the comparative SIM altough further investigation into the definition and recording of complaints was recommended.



UKWIR Reference :- 14/CU/01/7Published Date :- 04/09/2014
Retail Price (£) :- 16ISBN :- 1 84057 739 8