Business Customer Insight Research

We teamed up with Ofwat to look into business customers’ concerns over the accuracy of their water bills and how satisfied they are with their retailers.

Our joint business customer insight survey found:

• 77% were overall satisfied with their retailer. This is less than the 80% seen in 2019.
• 77% were not happy because of their billing issues.
• 65% were not happy with the customer service they had received.
• 21% were concerned about the price.

The survey also found that customers are still unwilling to switch providers or renegotiate contracts with their current ones. Larger businesses are more likely to change retailers than smaller ones, who use less water.

We want to see a market that delivers better results for business customers of all sizes and satisfaction reaches 85% by 2027.

Due to the current cost of living crisis, customers should not have to worry about their bills being accurate or not. We will continue to work with retailers and water companies to address the issues affecting business customers the most.