The table below details how we are performing against our customer measures and targets. This demonstrates progress against our Business Principle commitment to provide a great service to our customers.

Business Principle Commitment Measure Targets for 2015 LBE against 2015 target
Focus on satisfying our customers and removing the need for them to unnecessarily contact us Service Incentive Mechanism First quartile (water and sewage companies) GreenEnd of the year. 7th out of 19 companies.
Listen to and understand our individual customers’ needs and deliver a service that meets them
Take ownership of queries, and satisfactorily resolve them as quickly as possible, keeping our customers informed along the way
Communicate in a way that is clear and easy to understand
Make sure our customers and their details remain safe
Keep our customers informed about our plans and work impacting them, keeping disruption to a minimum Customer minutes lost per customer per year 18 mins per customer per year Green 10 minutes End of year
Provide bills that represent good value for money Brand Tracker - percentage of customers who agree that "United Utilities provides a service which is value for money" 47% Green 50% End of year
Deliver services that are essential to protect public health Mean zonal compliance 99.965 Green 99.97 End of calendar year


RAG Performance - Red, Amber, Green


If you would like to send us a comment about this report, please email our Head of Sustainability, Chris Matthews