Our Customer Research

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This research report is the third in our cost of living series and looks at the experiences of water bill payers in England and Wales in relation to paying bills and perceptions of value for money.

The research was carried out by Savanta between 20 and 31 March 2023.

Cost of living – wave 3 data tables – combined England and Wales

Cost of living – wave 3 data tables – England

Cost of living – wave 3 data tables – Wales

Cost of living – wave 3 data tables – ethnic minority booster sample

Cost of living – wave 3 questionnaires

BLOG: Putting water customers at the centre of water company services
Customer licence condition research – Discussion guide for online community
Customer licence condition research – Discussion guide for focus groups
Customer licence condition research – Water diary task
Customer licence condition research – Research stimulus – part one
Customer licence condition research – Research stimulus – part two 

Trust and perceptions survey – full report

Trust and perceptions survey – main data tables

Trust and perceptions survey – data tables for Wales

Trust and perceptions survey – ethnic minority booster

Trust and perceptions survey – questionnaire

Cost of Living – wave 2

This research report is the second in our cost of living series and looks at the experiences of water bill payers in England and Wales in relation to paying bills and perceptions of value for money.

The research was conducted by Savanta between 4 and 13 October 2022.

Cost of living – wave 2 data tables – combined England and Wales

Cost of living – wave 2 data tables – England

Cost of living – wave 2 data tables – Wales

Cost of living – wave 2 data tables – ethnic minority booster sample

Cost of living – wave 2 questionnaires

This report looks at people’s views on river water quality and their understanding of who is responsible for keeping rivers clean. It was conducted by Savanta in March 2022.

Ansawdd dŵr afonydd – Ymchwil cwsmeriaid

River water quality data tables – combined England and Wales: Full set of responses to the river water quality survey for the England and Wales sample. This data was used in the river water quality report.

River water quality data tables – England: Responses to Ofwat’s river water quality survey from participants in England.

River water quality data tables – Wales: Responses to Ofwat’s river water quality survey from participants in Wales

River water quality data tables – ethnic minority booster sample: Responses to Ofwat’s river water quality survey from ethnic minority participants. This includes participants in the England and Wales data set, plus responses from a booster sample. This data was used to report differences by ethnicity in Ofwat’s river water quality report.

River water quality survey

This short report sets out survey findings on data sharing, conducted by the research agency Accent in October 2021.

Data sharing: data tables – These data tables set out the full findings from the data sharing survey conducted by Accent in October 2021.

This is qualitative research with people who have experienced sewer flooding inside or outside their homes. The Ofwat and CCW report sets out challenges faced by people when they experience sewer flooding and how wastewater companies can better support people in this situation.

The BritainThinks report sets out the findings in more detail.

Profiadau cwsmeriaid o garthffosydd yn gorlifo: Adroddiad ar y cyd gan CCW ac Ofwat 

BritainThinks report on sewer flooding experiences 

BritainThinks sewer flooding – discussion guide for interviews

BritainThinks sewer flooding – discussion guide for workshops 

BritainThinks sewer flooding – slides for workshop 

This research report looks at the experiences of water bill payers in England and Wales in relation to paying bills and perceptions of value for money.

The research was conducted by Savanta between 25 March and 1 April 2022.

Cost of living data tables – combined England and Wales – Ofwat

Cost of living data tables – England – Ofwat

Cost of living data tables – Wales – Ofwat

Cost of living data tables – ethnic minority booster sample – Ofwat

Cost of living questionnaire – Ofwat

This joint Ofwat and CCW research establishes a benchmark of people’s views across water and other utilities, and across a broad range of measures including affordability, satisfaction and engagement with and awareness of services, and environmental awareness and behaviours.

Sbotolau ar gwsmeriaid Barn a phrofiadau pobl o ddŵr – Adroddiad ar y cyd gan CCW ac Ofwat – Cymraeg

Customer spotlight: People’s views and experiences of water – Savanta report

Customer spotlight data tables – combined England and Wales

Customer spotlight data tables – England

Customer spotlight data tables – Wales

Customer spotlight data tables – Ethnic minority respondents booster sample

Customer spotlight data tables – Telephone survey digitally disfranchised

CCW and Ofwat Customer Spotlight – Savanta online questionnaire – OfwatApril 2

Qualitative research to understand the preferences of water consumers in England and Wales. This research will inform the development of common performance commitments for Ofwat’s next price review (PR24).

This Ofwat and CCW research was conducted by the research agency Yonder Consulting. The research forms part of a joint programme of customer research for PR24.

Preferences research – Full Yonder report – Ofwat

This research outlines what we heard during the Listen Care Share conversation. It highlights the challenges faced by water customers and suggests areas for water companies to consider changing their approach

Listen Care Share: ICM research – Ofwat

Listen Care Share: Panelbase data tables – Ofwat

Listen Care Share: Panelbase questionnaire – Ofwat