Following the company’s strong performance in the latest Institute of Customer Service (ICS) Business Benchmarking results, Jersey Water is celebrating Customer Service Week 2025 by recognising the dedication of its teams and the trust of its customers.
This year’s results once again place Jersey Water just outside the top ten UK companies for customer service when compared with the Institute’s UK Customer Satisfaction Index (UKCSI), rubbing shoulders with the likes of John Lewis, Waitrose, Marks and Spencer and Octopus Energy. The Island’s sole water supplier also scores high when compared to the UK utilities sector in the UKCSI.
These results are from an annual benchmarking survey conducted on Jersey Water’s behalf by the Institute of Customer Service, that invites feedback from customers on their experiences with the water utility.
The results show that customers who experienced a ‘right first time’ service reported significantly higher satisfaction levels, describing their interactions with Jersey Water as efficient, helpful, friendly and leaving them feeling happy and satisfied. This highlights the importance of clear communication, responsiveness and professional expertise across every touchpoint.
Jersey Water achieved an overall satisfaction score of 80.3, well above the UK Utilities sector average of 71.7, and in line with some of the best-performing service organisations across the UK.
The company’s highest ratings came in helpfulness and competence of employees, reflecting a workforce of highly skilled professionals who care deeply about doing the right thing for customers.
Commenting on the results, Natalie Passmore, Director of Finance and Corporate Services at Jersey Water, said:
‘Our people genuinely care about our customers, and that shows our results. We know that when we get things right first time, satisfaction rises, so we’re focused on learning from what works well and making every customer’s experience as smooth and positive as possible.’
The focus on customer experience aligns with Jersey Water’s new five-year strategy, launched earlier this year. For the first time, the company invited customers to share their views directly, helping to shape its £48 million investment plan to secure a resilient and high-quality water supply for generations to come.
