The water sector is making great strides in its treatment of customers. The insight provided to energy firms by Ofwat through its engagement with consumers and firms is helping to drive this; it lets firms benchmark themselves against industry averages, and provides transparency for consumers.
Of course, water firms will still face operational challenges, and industry-wide data can only go so far in helping firms deal with these. Through the right internal approach and the use of focused outcomes testing, water firms can continuously improve the customer experience they are providing. This has benefits that go further than customer protection, and can help reduce costs to the business.