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 views – general
This joint Ofwat and CCW research monitors people’s views of water and the water sector. It covers a broad range of measures including satisfaction, trust, priorities, environmental awareness and behaviours. It was last carried out in 2024 (wave two) and 2022 (wave one).
|
Customer Spotlight: People’s views and experiences of water – Wave three
CCW and Ofwat Customer Spotlight – Savanta online questionnaire – Wave three Customer spotlight data tables – combined England and Wales – Wave three |
11 March 2026 |
| Guaranteed Standards Scheme research: Wales
This research sets out customer views on proposals to update the Guaranteed Standard Scheme in Wales. This is the scheme that sets out payment amounts for service failings. Participants in the research all had previous experience of water or wastewater service failings or other customer service standards that form part of the scheme. The research was conducted by Thinks Insight.
|
Guaranteed standards scheme Wales: research report (Welsh language version)
Guaranteed standards scheme Wales: research report Guaranteed standards scheme research Wales: discussion guide groups Guaranteed standards scheme research Wales: discussion guide depths |
14 July 2025 |
| Guaranteed Standards Scheme research: England
This research sets out customer views on proposals to update the Guaranteed Standard Scheme in England. This is the scheme that sets out payment amounts for service failings. Participants in the research all had previous experience of water or wastewater service failings. The research was conducted by Thinks Insight. |
Guaranteed Standards Scheme research report | 23 October 2024 |
| Customer views – general
This joint Ofwat and CCW research monitors people’s views of water and the water sector. It covers a broad range of measures including satisfaction, trust, priorities, environmental awareness and behaviours.
|
Customer Spotlight: People’s views and experiences of water – Wave two
Customer spotlight data tables – combined England and Wales – Wave two Customer spotlight data tables – England – Wave two Customer spotlight data tables – Wales – Wave two CCW and Ofwat Customer Spotlight – Savanta online questionnaire – Wave two |
10 April 2024 |
| 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 |
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 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. |
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 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 – 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 | April 2022 |