Recent years have seen pressure building on the UK’s water supply, in part due to weather extremes. Alongside this increased pressure comes an increase in the importance of customer perceptions for water companies. C-MeX, the upcoming customer experience incentive, measures broad aspects of sentiment that may be unrelated to a direct service or interaction with the water company. This includes their actions in addressing water shortages
All water companies carry out their own customer research into water shortages, building on insight from organisations including Waterwise and the Consumer Council for Water. We want to support the industry to further understand the views of customers and compare them to our experience working with water companies and other utilities, to help them engage their customers and deliver on leakage, metering and water consumption.
Baringa has carried out a survey of 2,000 customers with representative geographic and demographic samples, on their perceptions of water shortages. We have focused on overall perceptions, and on leakage, metering and in-home water use, rather than on ways to increase the supply of water. Read the full report below: