-18
NPS
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Thames Water
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About Thames Water's Brand
Thames Water Utilities Limited is a U.K.-based water and sewerage company that provides clean and take away waste water.
Brand at a Glance
60%
Customer Loyalty
3.1/5
Product Quality
2.6/5
Pricing
2.8/5
Customer Service
Thames Water NPS
Thames Water's Net Promoter Score (NPS) is a -18 with 38% Promoters, 6% Passives, and 56% Detractors. Net Promoter Score tracks whether Thames Water's customers would recommend using the product based on a scale of -100 to 100.
Thames Water Overall NPS
| 38% | Promoters |
|---|---|
| 6% | Passives |
| 56% | Detractors |
Thames Water NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2022 100 | May 2022 | 100 |
Sep 2022 0 | Sep 2022 | 0 |
Nov 2022 17 | Nov 2022 | 17 |
Jan 2023 29 | Jan 2023 | 29 |
Feb 2023 37 | Feb 2023 | 37 |
Apr 2023 22 | Apr 2023 | 22 |
May 2023 0 | May 2023 | 0 |
Jun 2023 9 | Jun 2023 | 9 |
Jul 2023 0 | Jul 2023 | 0 |
Aug 2023 -8 | Aug 2023 | -8 |
Jun 2024 -13 | Jun 2024 | -13 |
Aug 2025 -19 | Aug 2025 | -19 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Thames Water NPS by Gender
Thames Water's NPS was rated -50 by Female customers on Comparably.
Female
-50
Thames Water's NPS was rated -50 by Female customers on Comparably.
25%
Promoters
0%
Passives
75%
Detractors
Male
N/A
Thames Water's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Thames Water NPS by Ethnicity
Thames Water's NPS was rated -34 points by Other customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Other -34 | Other | -34 |
Thames Water Customer Loyalty
60%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
60% of Thames Water users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Thames Water Customer Loyalty Score by Gender
Thames Water's Customer Loyalty score was rated 55 by Female customers on Comparably.
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Female
55%
Yes
Male
N/A
Yes
Thames Water Customer Loyalty Score by Ethnicity
Thames Water's Customer Loyalty score was rated 40% by Other customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Thames Water.
40
out of 100
Other
Thames Water Product Quality
3.1/5
Thames Water has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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Thames Water Product Information
Thames Water’s product quality score is a 3.1 out of 5 as rated by its users and customers.
- Company Size
- 501-1,000 Employees
Industry
Business Services
Consumer Services
Energy
Government & Legal
Quick Insights into Thames Water Product Quality
Thames Water's Product Quality score was rated highest by Other customers.
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Ranked Thames Water Product Quality the Highest
Thames Water Product Quality Score by Gender
Thames Water's Product Quality score was rated 2.1 by Female customers on Comparably.
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Female
2.1/5
Male
N/A
Thames Water Product Quality Score by Ethnicity
Thames Water's Product Quality score was rated 2.3 stars by Other customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Other 2.3 | Other | 2.3 |
Thames Water Pricing
Thames Water ROI & Value For Money
2.6/5
Thames Water has a value for money and ROI score of 2.6 out of 5 stars rated by its users and customers.
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Quick Insights into Thames Water ROI
Thames Water's ROI score was rated highest by Female customers.
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Ranked Thames Water ROI the Highest
Thames Water ROI Score by Gender
Thames Water's ROI score was rated 2 by Female customers on Comparably.
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Female
2/5
Male
N/A
Thames Water ROI Score by Ethnicity
Thames Water's ROI score was rated 1.8 stars by Other customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Other 1.8 | Other | 1.8 |
Thames Water Customer Satisfaction (CSAT)
Thames Water Customer Satisfaction (CSAT) Score
62 / 100
Thames Water has an overall Customer Satisfaction score of 62 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
47%
Satisfied
15%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
8%
Very Dissatisfied
15%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Thames Water Customer Satisfaction
Thames Water's Customer Satisfaction score was rated highest by Female customers.
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Ranked Thames Water Customer Satisfaction the Highest
Thames Water Customer Satisfaction Score by Gender
Thames Water's Customer Satisfaction score was rated 34 by Female customers on Comparably.
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34 / 100
FemaleVery Satisfied | 34% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 33% | |
Dissatisfied | 33% | |
Very Dissatisfied | 0% |
Thames Water Customer Service
2.8/5
Thames Water has an overall Customer Service score of 2.8 out of 5 stars rated by its users and customers.
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About Thames Water's Customer Service
Address
Clearwater Court Vastern Road, Berkshire, NY RG1 8DB
Website
http://www.thameswater.co.uk/
Quick Insights into Thames Water Customer Service
Thames Water's Customer Service score was rated highest by Other customers.
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Ranked Thames Water Customer Service the Highest
Thames Water Customer Service Score by Gender
Thames Water's Customer Service score was rated 1.7 by Female customers on Comparably.
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Female
1.7/5
Male
N/A
Thames Water Customer Service Score by Ethnicity
Thames Water's Customer Service score was rated 2 stars by Other customers on Comparably.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Other 2 | Other | 2 |
Thames Water as an Employer
Consumer vs. Employees
Thames Water scored a -18 for Net Promoter Score and a -43 for Employee Net Promoter Score. NPS gauges how likely a customer of Thames Water would recommend the brand to a friend. ENPS measures how likely Thames Water employees would recommend working at Thames Water to a friend.
Net Promoter Score
-18
NPS Score
| 38% | Promoters |
|---|---|
| 6% | Passive |
| 56% | Detractors |
Employee Net Promoter Score
-43
eNPS Score
| 14% | Promoters |
|---|---|
| 29% | Passive |
| 57% | Detractors |
