– Scottish Parliament written question – answered at on 6 August 2010.
Question S3W-35174
To ask the Scottish Executive what the customer satisfaction rates for Scottish Water have been in each year since its inception, also broken down by local authority area.
The Scottish Government does not hold this data centrally. However, based on the overall performance measure, which covers a range of customer service measures, Scottish Water’s performance has improved dramatically since 2006. Scottish Water’s Annual Reports show that there has been an 80% improvement from 162 points in 2006 to 291 points by 2010 and that the customer satisfaction rate, which is measured independently twice a year, has increased to 82% by the end of 2009-10, an all time high in customers’ satisfaction with the outcome of their contact. More detailed information about Scottish Waters performance, including customer satisfaction rates, is available from Scottish Water and I have asked the chief executive to reply to you directly.
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