Ofwat and CCW warn low customer engagement is a cause for concern in joint research

Ofwat and CCW have, for the first time, jointly undertaken a comprehensive survey of household water customers’ knowledge, satisfaction, trust, priorities and behaviour.

The research found customers to be generally happy with the service they receive, with little need to contact their company. However, the two organisations warned that low customer engagement is a cause for concern. They pointed out it may mean that customers in need of financial or priority services support are not aware that help is available, and could mean customers are receiving limited information on how they can do more to save water and engage in positive environmental behaviours.

Among the findings were:

• two thirds of people are happy with the water services they receive;

• 34% struggle to pay bills fairly frequently, yet only 4% of bill payers reported receiving financial help from their water company over the past year;

• 71% said they would recommend their water provider to a family member or friend. This is in line with the proportion who would recommend their electricity provider (71%) and gas provider (72%);

• 82% said they know who provides water to their home, but fewer than 4 in 10 are aware they cannot change their water provider;

• 44% said they have never contacted their water company, and an additional 19% said they have not contacted the company within the last three years; and

• only a quarter of people think companies act in the interests of customers, the environment and the local community.

In a report, Ofwat and CCW considered the implications of the findings for paying bills, understanding the sector, satisfaction, trust, priorities and environmental behaviours. They noted the data provides a benchmark for future years and said will continue to collect this data.