This research was undertaken to enable CCWater to advise Government and others on householder views on retail exit should the proposed amendment to the Water Bill go further than allowing incumbent water companies to exit the non-household retail market. The key objectives were to: identify household customer views on the principle of their retail services (i.e. water and sewerage billing, customer service, meter reading, debt collection) transferring to another company; preferences/concerns for any brands/businesses that may acquire their account; and to test views of customers about what safeguards they would consider necessary if the Government chose to allow household retail market exit. The Government choose to limit retail exit to non-household customers.
Download the research findings below: