A M Water Services monitors customer satisfaction continuously through structured feedback channels: client meetings, monthly KPI reporting, calls and emails from customers, and any formal complaints (which route via SOP 7.1). Feedback is consolidated and analysed at least annually at the Management Review (SOP 6.4) and used to refresh three core registers: the Legal & Compliance Register (APP_10), the Risk & Opportunity Register (APP_05), and the Context & Interested Parties record (APP_01). Where the analysis surfaces improvement opportunities, the Directors authorise implementation and the impact on the business management system is reviewed. Currency is maintained through the routine HSQE compliance cycle — weekly Director / HSQE compliance calls and monthly Onyx site visits.

Inbound channels: client surveys, customer feedback on delivered work, formal and informal complaints, satisfaction with quality and timeliness of repairs, ad-hoc correspondence, and trends in repeat-business KPIs. Outbound communication: providing service information, handling enquiries and contracts, obtaining feedback on completed work, controlling customer-supplied property, and establishing requirements for emergency or out-of-hours response. Both directions are evidenced at the annual Management Review.