2 December 2009
Thames Water's website has been rated the easiest utility website to use, in a national survey.The 2009 Utility Website Usability Report from user experience consultancy Webcredible, rated Thames Water the best of the 11 water supplier websites and six energy suppliers, with a usability score of 87 per cent - 22 per cent above the average score for the industry.
Webcredible looked at the extent to which each utility website is focussed on customers' needs and how easy it is for them to use.
Andy Freeman, Thames Water's Web Communications Manager, said:
"Customers are at the heart of everything we do on the website. We have concentrated on getting the basics right - making it as easy as possible for customers to manage their account or resolve their query at their own convenience, without needing to call or write to us.
"On top of this, we have introduced innovative features including a 'clickable house' so customers can identify how to resolve water- and waste-related problems they have in their homes. We will soon be launching an interactive map so customers can find out about planned improvement works in their area.
"Customers increasingly choose online as their preferred communications channel. It is important that we are as accessible as possible and that customers have everything they need at their finger tips. We are also starting to develop our presence on social media websites.
"We have worked hard over the past two years to deliver the best online service we can for our customers - this has been recognised by a 60 per cent increase in returning website visitors."
Utility Week magazine said Thames Water is "well ahead of even the leading energy supplier, which is surprising given the absence of competition in water". Thames Water was also singled out for praise for "the clarity of its guidance".
This award follows Thames Water being highly commended for its Wise up to Water website - a interactive website to help Primary and Secondary schools reduce their water wastage - being recognised by the prestigious International Visual Communications Association (IVCA) Clarion awards 2009.
