Water companies outperform energy companies for customer reputation

Posted: Tuesday 25th August 2015

Water companies are outperforming energy companies when it comes to public perception, according to a new report from leading UK manufacturer and supplier of valves and water fittings, Talis UK.

The report found that public approval for water companies – based on ratings for service, trust, value for money and fairness - is currently at an average of 26%, with just over a quarter of the UK public agreeing that water companies are doing a good job.

When compared with the public approval rating for the UK’s energy companies, these utilities rank much lower with an average approval score of just 15%. Following the deregulation of energy markets, the reputation of energy companies has taken a considerable blow.

As a result of the way energy companies are operating, the public has lost trust in this sector and do not believe that they are receiving a fair service. This is mainly due to rising costs, which are undermining perceptions of value for money.

Mark Hodgens, managing director of Talis UK, said: “The major gaps in approval between the two sectors aren’t necessarily to do with the quality of service being provided, but more with the quality of the relationship.

“The public’s perception of energy companies has been greatly affected, and if water companies are to avoid the reputational damage inflicted on the energy sector, then they must focus on strengthening ideas about trust, fairness and price, where the biggest risks are to be found.

“Also, if water companies are to continue to highlight their differences with the energy sector, then there is more to be done to clearly differentiate the quality of services being provided.”

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