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.

Below you can find links to previous research we have carried out.

Topic Key materials Date
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.

River water quality survey

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.

 

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 

BritainThinks sewer flooding – slides for workshop 

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

Cost of living questionnaire – 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

Preferences research – Full Yonder report – 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

Listen Care Share: Panelbase data tables – Ofwat

Listen Care Share: Panelbase questionnaire – Ofwat

July 2021