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Water Matters 2016

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Water Matters 2016 Water Matters Household customers’ views on their water and sewerage services 2016 On behalf of CCWater June 2017 Water Matters 2016 Prepared for: Consumer Council for Water Prepared by: BMG Research Produced by BMG Research © BMG Research Ltd, 2017 www.bmgresearch.co.uk Project: 1114 Registered in England No. 2841970 Registered office: BMG Research Beech House Greenfield Crescent Edgbaston Birmingham B15 3BE UK Tel: +44 (0) 121 3336006 UK VAT Registration No. 580 6606 32 Birmingham Chamber of Commerce Member No. B4626 Market Research Society Company Partner The provision of Market Research Services in accordance with ISO 20252:2012 The provision of Market Research Services in accordance with ISO 9001:2008 The International Standard for Information Security Management ISO 27001:2013 Investors in People Standard - Certificate No. WMQC 0614 Interviewer Quality Control Scheme (IQCS) Member Company Registered under the Data Protection Act - Registration No. Z5081943 A Fair Data organisation Cyber Essentials certification The BMG Research logo is a trade mark of BMG Research Ltd. Executive Summary Table of Contents All links in this Table of Contents are hyperlinked and will take you to the section of the report you select. Please hold down Ctrl button on your keyboard and select the section you want to visit with your mouse to be taken directly to this section. 1 Executive Summary ....................................................................................................... 9 1.1 Key findings ............................................................................................................ 9 1.1.1 Care and trust .................................................................................................. 9 1.1.2 Likelihood to recommend (Net Promoter Score - NPS) .................................. 10 1.1.3 Value for money ............................................................................................. 11 1.1.4 Fairness and affordability of charges ............................................................. 11 1.1.5 Satisfaction with water supply ........................................................................ 12 1.1.6 Confidence in the longer-term supply of water ............................................... 12 1.1.7 Satisfaction with sewerage service ................................................................ 12 1.1.8 Bill clarity ....................................................................................................... 13 1.1.9 Awareness of WaterSure ............................................................................... 13 1.1.10 Awareness of company specific social tariff schemes .................................... 13 1.1.11 Awareness of priority services ....................................................................... 14 1.1.12 Water meter fitting and trialling – customers from unmetered households ..... 14 1.1.13 Contact with the water company .................................................................... 15 1.1.14 Comparison of different household service providers ..................................... 15 1.1.15 Significant differences between England and Wales ...................................... 15 2 Introduction .................................................................................................................. 17 2.1 Background........................................................................................................... 17 2.2 Research objectives .............................................................................................. 17 2.3 Methodology ......................................................................................................... 18 2.4 Analysis ................................................................................................................ 19 2.4.1 General notes ................................................................................................ 19 2.4.2 Mann-Kendall Time Series analysis of five year trends .................................. 20 2.4.3 Cluster Analysis ............................................................................................. 21 3 Speaking up for water consumers ................................................................................ 24 3.1 Caring about service provision .............................................................................. 24 3.1.1 Care of service provision – WaSCs ................................................................ 26 3.1.2 Care of service provision – WoCs .................................................................. 27 1 Water Matters 2016 3.2 Trust in water/sewerage companies ...................................................................... 29 3.2.1 Trust in water/sewerage companies – WaSCs ............................................... 31 3.2.2 Trust in water companies – WoCs ................................................................. 32 3.2.3 Reasons for lack of trust ................................................................................ 33 3.3 Likelihood to recommend water company ............................................................. 34 3.3.1 Likelihood to recommend water company – WaSCs ...................................... 34 3.3.2 Likelihood to recommend water company – WoCs ........................................ 35 3.3.3 Likelihood to recommend sewerage company – WoCs .................................. 37 3.4 Key Driver Analysis ............................................................................................... 38 3.4.1 Predicting the likelihood of being a promoter of the water company ............... 38 3.4.2 Predicting the likelihood of being a detractor of the water company ............... 39 4 Value for money ........................................................................................................... 41 4.1 Value for money .................................................................................................... 41 4.1.1 Water services ............................................................................................... 41 4.1.2 Satisfaction with value for money of water services – WaSCs ....................... 43 4.1.3 Satisfaction with value for money of water services – WoCs .......................... 44 4.1.4 Sewerage services......................................................................................... 46 4.1.5 Satisfaction with value for money of sewerage services – WaSCs ................. 48 4.1.6 Satisfaction with value for money of sewerage services – WoCs ................... 48 4.2 Fairness of charges .............................................................................................. 50 4.2.1 Fairness of charges – WaSCs ....................................................................... 51 4.2.2 Fairness of charges – WoCs .......................................................................... 53 4.2.3 Reasons why charges are considered unfair ................................................. 54 4.3 Affordability of water and sewerage charges ......................................................... 55 4.3.1 Affordability of water and sewerage charges – WaSCs .................................. 57 4.3.2 Affordability of water and sewerage charges – WoCs .................................... 58 4.3.3 Affordability of water charges – WoCs ........................................................... 59 4.3.4 Affordability of sewerage charges – WoCs ..................................................... 61 4.4 Bill clarity .............................................................................................................. 62 4.4.1 Clarity of how much needs to be paid and when ............................................ 62 4.4.2 Clarity of how much needs to be paid and when – WaSCs ............................ 64 4.4.3 Clarity of how much needs to be paid and when – WoCs............................... 65 4.4.4 Clarity of how the final amount was reached .................................................. 66 4.4.5 Clarity of how the final amount was reached – WaSCs .................................. 68 2 Executive Summary 4.4.6 Clarity of how the final amount was reached – WoCs .................................... 69 5 Awareness of WaterSure and additional services ........................................................ 70 5.1 Awareness of WaterSure/ Welsh Water Assist ...................................................... 70 5.1.1 Awareness of WaterSure/ WaterSure Wales – WaSCs .................................. 73 5.1.2 Awareness of WaterSure/ WaterSure Wales – WoCs .................................... 74 5.2 Additional services ................................................................................................ 75 5.2.1 Awareness of additional services – WaSCs ................................................... 77 5.2.2 Awareness of additional services – WoCs ..................................................... 78 5.3 Awareness of company specific social tariff schemes ........................................... 79 5.3.1 Awareness of company specific social tariff schemes – WaSCs .................... 79 5.3.2 Awareness of company specific social tariff schemes – WoCs ...................... 80 5.4 Water meters ........................................................................................................ 81 5.4.1 Requesting a water meter – unmetered customers .......................................
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