Testing the Waters: Business customers’ views on their water and sewerage services 2016

The Consumer Council for Water (CCW) has undertaken a large scale survey of business customers.

This was to measure how they felt about water and sewerage issues that affect them, and gauge their  perceptions of the water industry. This year, our research partner interviewed nearly 4,000 business customers to deliver our third look at their views.

Our research has shown that compared to the last research in 2014:

  • Customers report higher levels of trust and perceive that their water companies care about them.
  • Satisfaction with the value for money of water and sewerage services is lower, but surface water drainage and trade effluent are perceived to be better value.
  • Fewer business customers feel their water bills are clear.
  • Just over 1 in 10 customers have experienced a service failure.

We also sought customers’ views on the opening of the non-household retail water market in England. This revealed only 8 per cent of customers were aware the market was set to open in April 2017 – with awareness particularly low among smaller businesses.

Summary of research findings by company: