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Customer research

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.

Our plan for change 2025-30

Establishing priorities image
Phase 1
1/4

Establishing priorities

To understand what matters most to customers and communities, right now.

Understanding environmental and social values image
Phase 2
2/4

Understanding environmental and social values

To establish customers' willingness to pay, and appetite for bill rises.

Understanding the balance and trade-offs image
Phase 3
3/4

Understanding the balance and trade-offs

To understand the sequence of investment that delivers best value and low regrets.

Ensuring customer affordability and protections image
Phase 4
4/4

Ensuring customer affordability and protections

To understand the outcomes and affordability support needed to protect customers

Our recent customer engagement activities

Research reports