Service Incentive Mechanism
The introduction of Ofwat’s Service Incentive Mechanism (SIM) has provided many new challenges for water utilities. It has switched customer satisfaction indices from a simple exercise to one that aims to really measure satisfaction in depth. It’s not just learning how to apply SIM. Customer service performance, along with the supporting systems and processes, will need to be re-evaluated to ensure that outcomes are measured and reported. A transition needs to be made to a more customer centric world: building customer relationships and developing consumer trust through every customer interaction.