Case Study: Ofwat strengthens consumer insight on water services with Savanta

Ofwat and CCW survey 100 digitally disenfranchised consumers with Savanta

The customer, Ofwat, the economic regulator for water in England and Wales, along with CCW, the consumer body, faced the challenge of understanding consumer awareness and views on issues like affordability and trust in the water sector. They commissioned Savanta to undertake comprehensive consumer research to inform their communications and policy work.

Savanta designed a multi-mode survey approach, including an online survey with a nationally representative sample and a targeted telephone survey to include digitally disenfranchised respondents. The study conducted by Savanta provided a valuable benchmark, finding that while many were satisfied with their water service, there was significant room for improving customer trust, as many did not believe water companies acted in their or the environment's best interests.

Ofwat