Ofwat

The findings will be used to inform communications and policy work, in addition to providing a valuable benchmark for future years to track consumer’s views on the sector.

The Challenge

CCW, the statutory consumer organisation which represents the interests of water and sewerage consumers in England and Wales, and Ofwat, the economic regulator of the water and wastewater sectors in England and Wales, jointly commissioned Savanta to undertake consumer research. They were keen to understand consumers’ awareness of their water companies, and views on issues such as the affordability of bills, and trust in the sector.

Our approach

Savanta worked closely with CCW and Ofwat to design an online survey that captured a wide range of insights, from water usage behaviours to wider opinion about the environment and the extent to which consumers think water companies should play a role in reducing the impact of climate change and preventing water shortages.

Those surveyed include a nationally representative sample from England and Wales with an additional boost of participants from ethnic minority communities to ensure analysis could be conducted to understand this audience’s view robustly. The online survey was complimented by a telephone survey with 100 ‘digitally disenfranchised’ respondents who were less comfortable using online tools and therefore would be less represented in the online survey.

The outcome

The study found that while a significant proportion were satisfied with the water services they receive, there were also areas where awareness, understanding and trust in providers can be improved. Most notably, many customers do not think that water companies act in their interests, or those of the environment and the community.

The findings will be used to inform communications and policy work, in addition to providing a valuable benchmark for future years to track consumer’s views on the sector.

CCW study

Ofwat report