Measuring performance

NWL performance against non-financial KPIs summary (unaudited)

	North (N) South (S)	Target 2009/10	Target 2008/09	Target achieved	Performance
					Current year	Previous year
Customer satisfaction
Overall service (%)	N/S	90	90		88	89
Value for money (%)	N/S	85	85		84	83
Customer – levels of service
Properties at risk of low pressure	N	274	274		271	181
	S	126	126		40	60
Properties subject to unplanned	N	3,000	3,000		8,2781	3,318
interruption of 6 hours or more	S	2,000	2,000		3,3532	3,405
Properties subject to hosepipe
bans at any time during the year	N/S	0	0		0	0
Properties subject to sewer
flooding incidents (other causes)	N	150	150		286	290
Properties at risk of sewer flooding
incidents (once in ten years)	N	44	61		189	125
Properties at risk of sewer flooding
incidents (twice in ten years)	N	32	41		370	329
Billing contacts responded to	N	99.2	99.2		99.2	99.3
(within five working days) (%)	S	99.2	99.2		99.6	99.6
Written complaints responded to	N	99.8	99.8		99.9	99.9
(within ten working days) (%)	S	99.8	99.8		99.7	99.7
Bills based on meter readings (%)	N	99.95	99.95		99.90	99.80
	S	99.95	99.95		99.95	99.96
All telephone lines busy (%)	N	0.05	0.25		0.07	0.03
	S	0.25	0.25		0.06	0.00
Abandoned telephone calls (%)	N	3.00	2.50		3.43	2.85
	S	2.00	2.50		1.95	3.27
Water
DWI Mean Zonal Compliance (%)	N	99.90	99.90		99.92	99.94
	S	99.98	99.98		99.99	99.99
DWI Operational Performance Index (%)	N	99.65	99.65		99.67	99.66
	S	99.98	99.98		99.98	99.98
Distribution Maintenance Index (%)	N	99.70	99.70		99.52	99.47
	S	99.85	99.80		99.96	99.96
Environment
Sewage treatment works (%)	N	99.7	99.7		100	98.4
Bathing waters Mandatory Standard (%)	N	100	100		100	100
Pollution incidents	N	89	96		94	119
Employees
Employee turnover (rolling %)3	N/S	–	Industry average 10.4	–	6.4	7.4
Lost time reportable accidents (per 1,000 employees)	N/S	104	5		6	6
Sickness absence (%)	N/S	2.85	2.85		2.94	3.25

Notes:

1. Performance affected by a major burst in Northumberland.
2. Performance affected by a major burst in Suffolk.
3. No target set, data for information.
4. Scope of target widened for 2009/10 to include all lost time accidents.