Transparent company performance for consumers

As part of CCW’s ambitions to create a sector that works for people, we carried out research around company performance transparency. In particular, we wanted to explore views on a potential online dashboard, a single point of access where customers could examine company performance against set targets.

Key findings

• This research shows that there is an appetite for customers to have a single point of easily accessible information about how their company is performing; they respond well to the concept of a dashboard
• The three pillars for this are: to reassure people that companies are doing what is expected of them; empower people to be able to use the information that is available; and guide them to the appropriate support and help.
• More accessible performance data can help rebuild confidence and trust in water companies, which has been eroded across the industry.
• Consistent expectations of any performance dashboard include demonstrating what water companies are doing to get the basics right; showing consumers what they can use the data for; and helping consumers who might need it most to manage their water and keep their bills low.
• It is anticipated that a dashboard would give consumers a greater understanding of their water provider, and where their money is being spent.
• There are sustained suspicions that water companies deliberately obfuscate the data and explanations: it is important that any performance dashboard is easy to understand and use.

We are working with the industry to ensure that published information is consistent and gives a clear and accurate picture of company performance. The findings from this research are valuable as it gives us a clear indication of customer wants and needs and we will build this into how we share information with people in the future. It also gives insight on the local information that people expect, which companies can build on.