Customers research theme


The water industry is focusing more and more on customer engagement and enhanced service. UKWIR research has covered issues related to customer debt, the recent service incentive mechanism (SIM) and the willingness to pay for environmental improvements. Recently there has been research into customer behaviour, the most effective means of communication with customers and the best ways of measuring customer service.

Programme Lead(S)

Ben Nadel

United Utilities Water Limited






Defining water poverty and evaluating existing information and approaches to reduce water poverty

Project Status Project Completed

No Further Information Available.


BQ9 Deep Dive Project Two - How should customers’ and stakeholders’ views be used in regulatory decisions?

Project Status Project Completed

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