Customer Journey Research Report

Affordability and billing: Developing and testing a customer journey framework

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Published

17th September, 2024

Kind

Publication

Type

Commissioned report

Detail

We commissioned this research to help us understand water companies’ customer journeys, specifically how companies present information to customers and the processes for applying for financial support, including billing. In the context of our new customer focused licence condition, the aim of the research was to design and test a framework to undertake customer journey research, and to consider whether this approach could be used as the basis for future work.