KINGSTON, Jamaica — The National Water Commission (NWC) delivered the best overall customer experience among Jamaica’s major utility providers, according to the Office of Utilities Regulation’s (OUR) 2025 Mystery Shopping Study.

According to an OUR release, the annual study evaluated customer interactions across multiple service channels, including in-store locations, call centres, website chats, social media platforms and mobile applications. While it found that the country’s major utility providers have made notable improvements in customer service, performance continued to vary across channels and companies.

NWC achieved the highest overall customer experience score of 79 per cent, representing an increase of 21 percentage points over the previous year. The improvement was driven by a 43-point increase in call centre performance and a 22-point rise in in-store service, although its digital engagement score declined by three points.