Listening to our customers

Water drives the North West region, and it is vital we engage with our customers and stakeholders across the entire region about their water, wastewater and bio-resources services.

Receiving feedback allows us to really understand what customers expect so that we can continually improve and deliver the great service customers deserve.

Our future business plans are built on the findings of our comprehensive insight and research programme, which listens to customer and stakeholder feedback across a range of different topics, from tackling leaky loos, simplifying bills and protecting the environment, to highlight just a few.

The insight and research programme covers a broad range of research methodologies such as large scale surveys and in-depth conversations with customers through focus groups and discussion forums. This helps us to understand, directly from customers, what matters most to them.

PR24 icon 1Since 2020, we have delivered over 50 bespoke customer insight & research projects that gauge customers' attitudes, expectations and priorities.

PR24 icon 2We undertake detailed analysis of the day-to-day customer contacts, complaints and customer satisfaction feedback we receive, to ensure we are continually improving our service to customers.

PR24 icon 3We engage regularly with 7,700 members of our WaterTalk online research panel on a range of different topics and projects. In addition, we seek feedback from thousands of customers and businesses on bespoke research projects.

PR24 icon 4Each year, we engage with over 9,000 customers through the Customer Measure of Experience (C-MeX) and Developer Services Measure of Experience (D-MeX). These measure the quality of services delivered to household customers, developers and other third parties.

Insight and Research Library

As part of our extensive programme of gathering research and insight, we continue to commission new projects on a regular basis. New projects will be added as new requirements are identified and agreed.

Our library contains details on almost 40 specific pieces of research we have undertaken since 2020, covering many aspects of the services we provide. We have collated the results to highlight the key insights which will inform how we deliver our services today and the plans we develop for the future.

For further information, please click the link below.

View Library

For more information on how we listened to customers as part of PR19 (2020-2025) click here.