Scottish Water Claims Top Customer Service Accolade

A leading survey has ranked Scottish Water as the best in the British utility sector for customer service.

The water and waste water provider claimed the accolade following the Institute of Customer Service's latest UK Customer Satisfaction Index (UKCSI).

As well as ranking top among the utility sector firms, Scottish Water was also named ninth highest in all sectors out of a total of more than 270 organisations.

Scottish Water achieved its best-ever score in the bi-annual UKCSI of 83.5 points, an increase of 6.2 points compared with last July and 3.6 points compared with January.


The number of people who experienced poor customer service across all sectors over the past six months rose to the highest level since 2009, according to the poll, but Scottish Water was among the organisations which bucked that trend.

Commenting on the UKCSI results, Peter Farrer, Scottish Water's Chief Operating Officer, said: "To be ranked as the UK's leading water company and utility for customer service is a great honour and a real motivator to do even more for our customers.

"Over a number of years, we have been focusing on building our service around the customer and their expectations of Scottish Water and our aim is always to do the right thing for customers and show we care.

"I'm particularly proud of the way that our people have continued to deliver seamlessly the water and waste water services that are so essential to good health and hygiene, and especially so during the Covid pandemic.

"The values of good customer service have never been so important and these latest results are fantastic."