We have produced a research framework to help water companies improve their approach to customer engagement at PR24. By bringing together three key elements: business planning research, ongoing research and community engagement, the framework aims to help create a more visible link between customer views and water company priorities.
In our latest report looking ahead to PR24, we recommend:
- Research isn’t just for price reviews, but should be ongoing all the time and include communities affected by new water company schemes
- Special care should be taken to hear the views of hard-to-reach consumers, those in vulnerable circumstances and those belonging to minority ethnic communities
- Community engagement ahead of disruption can help improve local customer goodwill and trust