WaterVoice – March 2020

CCW’s online research community – WaterVoice – was launched in 2020 to help us keep our finger on the pulse of water consumers’ views. The reports summarise the views of people in this community. It is made up of hundreds of water bill payers from across England and Wales whose views we regularly seek on issues relating to the water industry and the work of CCW itself.

This page features some of the findings to emerge from WaterVoice which provide a flavour of customers’ views that may be of particular interest to other water sector stakeholders. Although the community’s views may not be entirely representative of the wider public, it does provide valuable insights that can complement the statistically robust programme of consumer research we carry out every year.

All of these findings help us to deepen our understanding of consumers’ views and priorities and ensure we’re focusing on the issues that matter most to the people we represent.

These three tasks spanned from 20 February to 19 March 2020, and consisted of:

• More about you survey – this sought to find out more about the members of the community, including demographics, environmental attitudes and water use.
• Website review – we asked members for feedback on our website, the information it provides and their experiences of using it for specific functions.
• Complaints leaflet – as part of the rebrand, we asked members for feedback on the newly branded complaints leaflet.