Our Customer Research

We conduct research with household customers to better understand their needs, priorities and experiences in relation to the water and wastewater sector. The insights from research are used to test our own policies, and guide where and how we hold companies to account. 

We also work closely with the Consumer Council for Water and conduct joint pieces of research. 

Our research covers the following key areas: 

Research programme

We are undertaking continual research to understand customers needs, priorities and experiences, including repeated studies to explore how views change over time. Our current ongoing programme of research includes: 

 

Area of focus

Topic

Key materials

Affordability   Cost of living  Cost of living – Water customers’ experiences Ofwat 

Cost of living: wave two – Water customers’ experiences – Ofwat 

Cost of living: wave three – Water customers’ experiences – Ofwat 

Customer experiences  Sewer flooding  Customer experiences of sewer flooding: A joint report by CCW and Ofwat 
Customer experiences  Customer insights: when things go wrong  Customer insights: when things go wrong – Ofwat 
Customer views and preferences  Customer spotlight  Customer spotlight: people’s views and experiences of water – A joint report from CCW and Ofwat – Ofwat 

Blog

To keep up to date with our latest publications, please check the Ofwat blog. 

Latest publication: Customer insights: when things go wrong – Ofwat.