Credit Investor Presentation 2020/21

Transition from SIM to C-MeX and D-MeX Old SIM measure Satisfaction survey of customers who have contacted us 75% New C-Mex measure Customer Contactor Satisfaction Survey of customers who have contacted us (similar to SIM) 50% Customer Experience Survey, survey of any customer across the North West 50% Quantitative element, scoring based on volumes and severity of complaints 25% Reward/penalty range = +/-£66 New D-Mex measure Qualitative Component, developer services customer satisfaction Survey 50% Quantitative component, company performance against a key set of Water UK metrics 50% Reward/penalty range = +£36m - £72m Reward/penalty range = +£13m to -£26m United Utilities • Credit Investor presentation . 41

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