Would you like to be involved in our future customer research?
We run an extensive customer research programme, so there are plenty of ways you can get involved and have your say on how our businesses are run.
We're looking for people just like you to come along to our customer events and have your say on how we tackle challenges and improve our services. We love learning from our customers about what matters to them and value your support.
You can read about our recent customer engagement activities, what we’ve done and how we’ve used the findings within the links listed below.
The phases of research
Our research is structured into four phases that helps us structure our ongoing conversations with all our customers, and ensures your input can be included in the planning process at the right time.
The phases include specific business planning research, as well as business-as-usual activities, that means you can continue to have your say.
Phase 1 - Establishing priorities
To understand what matters most to customers and communities, right now
Phase 2 - Understanding environmental and social values
To establish customers' willingness to pay, and appetite for bill rises.
Phase 3 - Understanding the balance and trade-offs
To understand the sequence of investment that delivers best value and low regrets.
Phase 4 - Ensuring customer affordability and protections
To understand the outcomes and affordability support needed to protect customers
Our recent customer engagement activities
Continual customer engagement
Specific engagement for our business plan 2025-30
Desalination testing Dec 2022.pdf
NHH WRMP Research Aug 2022.pdf
PR24 Willingness to Pay SWW Report March 2022.pdf
Best Value Water Resource Plan Sept 2021.pdf
Water efficiency co-creation workshop Feb 2019.pdf
Specific engagement for our Long Term Delivery Strategy
Research reports
Phase 1 - Establishing Priorities
Full reports
SBB_CR1.0_Green Recovery Understanding Customers Views
SBB_CR1.1_Green Recovery Confirming Customer Views
SBB_CR1.4_LTTS Main Report_2022, 2023
SBB_CR1.5_LTTS Affordability_2022, 2023
SBB_CR1.8_Sentiment Tracking_Feb 2022
Phase 2 - Understanding environmental and social values
Phase 3 Understanding the balance and trade-offs
Full reports
Affordability and Acceptability Research Materials
SBB_CR1.41_WRMP Desalination Report
SBB_CR1.43_Smarter Healthier Homes_Mar 2023
Phase 4 - Ensuring customer affordability and protections
Get involved next time
Register your interest in being involved in our next research workshops using the form below. Our team will be in touch when an opportunity next comes up.