Operational performance

NWL uses a range of indicators to monitor performance. In addition to the financial indicators shown here, NWL also uses non-financial indicators throughout the business. Performance against these indicators is reviewed by the management team each month. The definition, purpose and source of the main KPIs are shown here.

NWL performance against non-financial KPIs (unaudited) is shown in each section.

Customer satisfaction

	North (N) South (S)	Target 2008/09	Performance 2008/09
Overall service (%)1	N/S	90	88
Value for money (%)1	N/S	85	84

Note:

1. Satisfaction measured on a net basis (see appendix to the directors’ report and business review).

NWL carries out regular quarterly tracking surveys of domestic customers and, during the year, customer satisfaction levels remained very high, with 90% of customers satisfied or very satisfied with the service NWL provides and 87% feeling it provides value for money.

CCWater has carried out its third annual survey for domestic customers on a number of key themes, including value for money. This year’s survey again concluded that, of all water companies’ customers, ours are the most satisfied with the fairness of charges and value for money.