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.
Below you can find links to previous research we have carried out.
Topic |
Key materials |
Date |
Cost of Living – wave 3
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 report
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 |
30 May 2023 |
Customer Licence Condition research report Ofwat and CCW commissioned this customer research to ensure that the customer voice is included in the development of this new customer focused licence condition | Customer licence condition research report
BLOG: Putting water customers at the centre of water company services |
11 May 2023 |
Trust and perceptions: People’s views on the water sector This research report looks at the level of public trust in and the reputation of the water sector, including customers’ views on river water quality.The research was conducted by Savanta between 9 and 23 December 2022. |
Trust in Water? – blog post
Trust and perceptions survey – full report Trust and perceptions survey – main data tables Trust and perceptions survey – data tables for Wales |
16 February 2023 |
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.
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Cost of Living – wave 2: water customers’ experiences
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
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1 December 2022 |
River Water Quality
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. |
River Water Quality – Customer Research Report
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. |
July 2022 |
Data sharing
This short report sets out survey findings on data sharing, conducted by the research agency Accent in October 2021. |
Data sharing: research findings – This short report sets out survey finding 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.
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July 2022 |
Sewer flooding
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. |
Customer experiences of sewer flooding: A joint report by CCW and Ofwat
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 |
May 2022 |
Cost of living
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 – water customers’ experiences
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 |
May 2022 |
Customer experiences – general
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. |
Customer spotlight People’s views and experiences of water – A joint report from CCW and Ofwat – English
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 |
April 2022 |
Customer preferences
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. |
Research on customer preferences – A joint report by CCW and Ofwat | April 2022 |
Cost of living; help and support
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 – Ofwat
Listen Care Share: ICM research – Ofwat |
July 2021 |