Customer views and preferences

Our research in this area seeks to understand customers’ viewpoints across a wide range of topics, including specific potential policy areas, as well as opinions on the sector more broadly. 

Topic

Key materials

Date

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 

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 

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 

Trust and perceptions survey – ethnic minority booster 

Trust and perceptions survey – questionnaire 

16 February 2023 
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.  

The research was conducted by Savanta in March 2022. 

River Water Quality – Customer Research Report 

Ansawdd dŵr afonyddYmchwil 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 report sets out survey findings on data sharing. 

The research was conducted by Accent in October 2021. 

Data sharing: research findings – This short report sets out survey finding on data sharing. 

Data sharing: data tables – These data tables set out the full findings from the data sharing survey. 

July 2022 
Customer views – 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 ddŵrAdroddiad 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 – Ofwat 

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