41 www.drivesncontrols.com October 2025 WATER n The digital agency, Mediaworks, has published a White Paper that explores how water companies can meet the UK’s 2025–2030 Asset Management Period (AMP8) performance requirements by embedding digital thinking in customer experience, climate resilience and service delivery. Called Making Waves in Customer Satisfaction: Achieving AMP8 Performance Goals Through Smarter Digital Engagement, the paper draws on sector data, regulatory analysis, and insights on behaviour. It outlines five critical trends reshaping water management, including rising public scrutiny, increasing demand for climate preparedness and growing expectations for seamless, self-service digital experiences. The paper emphasises that AMP8 is not just a compliance milestone but a reputational turning point for the water sector. With customer sentiment increasingly shaped by online interactions, digital channels have become central to how trust, transparency, and long-term value are communicated. To support this shift, Mediaworks has developed a proprietary index benchmarking digital performance across visibility, sentiment, accessibility, engagement, and self-serve effectiveness. While Ofwat’s C-MeX and D-MeX scores reflect customer perception, M-MeX provides water companies with a complementary performance measure to identify gaps and digital improvement opportunities. The report benchmarks the digital and customer satisfaction performance of 17 UK water companies. Findings reveal that although some providers excel in digital visibility, many struggle with negative sentiment, weak content coverage, and low engagement. These are all factors that could limit their ability to meet AMP8 customer metrics. “In the AMP8 era,” says Mediaworks CTO, Dan Hoggan, “customers are not simply service recipients, they are informed, empowered stakeholders. Water companies that respond with tailored digital services, proactive engagement and inclusive communication will not only meet regulatory demands but also future proof their reputations. “This whitepaper offers the blueprint for water companies to meet that expectation.” The whitepaper is now available to download from: https://www.mediaworks.co.uk/water-pulse-report n pot en ti a l o f y o Are you inve our workforce? esting in the mproves Comp Creates an Adaptable a ncreases Productivi mproves Safe W Industry recognised co I I a I any Reputation nd Flexible Workforce y and Performance orking Practices ourses from the BFPA W t a p Please call 01608 6479 00 or bfpa.co.u RITISH FLUID POW B email enquiries@bfpa.co.uk k/training WER ASSOCIATION / Drives&Controls Follow us on LinkedIn @Drives & Controls Join us on Facebook Drives & Controls Follow us on X @DrivesnControls For the latest news visit www.drivesncontrols.com Drives& Controls White Paper unpacks what AMP8 means for UK water sector
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