Jet Aire are delighted to report that one of our major clients, Northumbrian Water, is officially rated the number one in water company for customer service in England and Wales following the announcement of the industry’s latest Service Incentive Mechanism (SIM) scores.
Governed by Ofwat, the economic regulator of the water sector in England and Wales, SIM is designed to encourage water companies in England and Wales to strive for better customer service and provides a reliable independent comparison of company performance. Partly based on customer surveys, it measures key aspects of service delivery and how well companies have dealt with all types of contact from customers, including when something has gone wrong or appears to have gone wrong (for example, a billing error or water supply problem) .
Northumbrian Water’s waste score of 4.62 was also the best in the industry and it made a huge contribution to its overall 1st place. The company praised the “fantastic efforts” of everyone involved and thanked its suppliers for their contribution in helping to achieve the result. Jet Aire has been providing drainage services for Northumbrian Water for over two years, having commenced a 10-year contract in July 2015. Carried out in partnership with Seymour Civil Engineering, our work is very customer-focused and involves dealing with members of the public on a daily basis.
Northumbrian Water’s number one rating follows the company’s recent Going the Extra Mile (GEM) Awards, an annual event which recognises suppliers who strive for excellence. This year’s GEM Awards included a nomination for Jet Aire as a finalist in the ‘Customer Focused’ category, which identifies Northumbrian Water suppliers who consistently show outstanding levels of customer service, putting the customer first while delivering excellent outcomes.