APPENDIX 2.2 CUSTOMER ENGAGEMENT SUMMARIES FOR PR19 SEPTEMBER 2018 APPENDIX 2.2 CUSTOMER ENGAGEMENT SUMMARIES FOR PR19 CONTENTS Wastewater Research (2014) ........................................................................................................................ 4 Service Improvement Research (2014) ......................................................................................................... 6 Leakage, Resilience and the Environment (2014) ...................................................................................... 11 Unrivalled Customer Experience Strategy Co-creation (2015) ................................................................... 13 Bathing Water Quality (2015) ...................................................................................................................... 14 Bill Co-creation (2015-16) ............................................................................................................................ 16 Defining the Conversation Part 1 (2016) ..................................................................................................... 17 Defining the Conversation Part 2 (2016) ..................................................................................................... 20 Resilience (2016) ......................................................................................................................................... 22 Vulnerable Customers Research Overview (2016) ..................................................................................... 25 Conversations with Vulnerable Customers (2016) ...................................................................................... 30 Social Tariffs (2014) ..................................................................................................................................... 33 Social Tariffs (2016) ..................................................................................................................................... 35 River Water Quality (2016) .......................................................................................................................... 37 Sewer Ownership and Responsibilities (2016) ............................................................................................ 41 Discolouration (2016) ................................................................................................................................... 49 Lead Supply Pipes (2016) ........................................................................................................................... 54 Taste and Odour (2015) .............................................................................................................................. 58 Taste and Odour (2016) .............................................................................................................................. 61 Flooding Response (2016) .......................................................................................................................... 63 Combined Sewer Overflows (2016) ............................................................................................................. 66 Digital Engagement Research (2016) ......................................................................................................... 70 Our Finances Explained (2017) ................................................................................................................... 72 Trust and Value (2017) ................................................................................................................................ 76 Wastewater Co-creation, 2017 .................................................................................................................... 79 Inclusivity Strategy Co-creation (2017) ........................................................................................................ 81 Future Customer Service Co-creation (2017) ............................................................................................. 82 Domestic Tracking (2017)............................................................................................................................ 85 Metering, Supply and Demand (2017) ......................................................................................................... 87 Communicating Risk (2017) ........................................................................................................................ 97 Service Measures (2017)............................................................................................................................. 99 Wholesale Research (2017) ...................................................................................................................... 103 Brand Values (2017) .................................................................................................................................. 105 Omnibus (November 2017) ....................................................................................................................... 107 Behaviour Change and Funds (2017) ....................................................................................................... 109 Outcomes Review Phase 1 (2017) ............................................................................................................ 113 Service Valuation (2017) ........................................................................................................................... 122 Resilience, Asset Health and Long Term Affordability (2017) ................................................................... 133 Future Customer Priorities (2018) ............................................................................................................. 137 Draft Assurance Plan (2018) ..................................................................................................................... 138 Developer Services (2018) ........................................................................................................................ 140 Stakeholder Tracking (2018) ..................................................................................................................... 148 Outcomes Review Phase 2 (2018) ............................................................................................................ 150 Bespoke Measures (2018)......................................................................................................................... 155 Support Services Benchmarking (2018) .................................................................................................... 161 Tariff Structures (2018) .............................................................................................................................. 162 Innovative Tariffs Co-creation (2018) ........................................................................................................ 167 Think Digital Co-creation (2018) ................................................................................................................ 168 Alexa Co-creation (2018) ........................................................................................................................... 170 Discretionary Enhancements Phase 1 (2018) ........................................................................................... 175 Discretionary Enhancements Phase 2 (2018) ........................................................................................... 179 2 APPENDIX 2.2 CUSTOMER ENGAGEMENT SUMMARIES FOR PR19 Bespoke ODI Research (2018) ................................................................................................................. 183 Long Term Strategy (2018) ....................................................................................................................... 186 Additional ODI Research (2018) ................................................................................................................ 187 Acceptability (2018) ................................................................................................................................... 189 Social Tariffs (2018-19) ............................................................................................................................. 198 IABP Additional Engagement (2019) ......................................................................................................... 202 Appendix: Service Valuation Usability Testing by SuperCharge (2018) .................................................. 206 3 Wastewater Research (2014) Objectives The objectives of this research were to explore customers’ understanding and expectations of their waste water service, and also investigate any service areas that customers prioritise for improvement and investment. Methodology An independent market research agency was commissioned by Northumbrian Water to complete six focus groups with domestic customers and 20 in-depth interviews with business customers in relation to their waste water services. Knowledge of waste water services A large majority of domestic and business customers agreed that they were aware that Northumbrian Water provided their waste water services. When asked to describe the waste water service that they receive from Northumbrian Water, business and domestic customers referred to the waste water that left their property and some also commented