Customer psychology

Using Smart Meters to Deliver Savings for Consumers

Reference: 19/CU/02/16
ISBN: 978 1 84057 867 6
Published Date: 05/05/2019

Improving water efficiency is increasingly seen as an essential policy objective in the UK and Ireland, and governments and water companies are looking at a range of measures to deliver this. Water metering is commonly used as a tool to support efficiency programmes, and smart meters can provide information to customers which could potentially help further in encouraging water saving behaviours. This report examines the commercial and technical case for smart water metering, and the potential for joint energy / water approaches to support this and efficiency programmes more generally. It considers international and UK experience in relation to both energy / water efficiency and smart metering initiatives.

Price: £250  

How to Change Customer Behaviour to Encourage Greater Use of 'Self-Service' Facilities

Reference: 13/CU/02/14
ISBN: 1 84057 702 9
Published Date: 11/12/2013

As part of a growing emphasis on the quality of customer service, UK water companies are looking to increase the adoption of new technologies and self-service methods of interaction.

This report include a review of current practices of self-service migration from both the water industry and other sectors and identifies previously successful marketing strategies. These strategies were tested with water bill payers using a programme of qualitative and quantitative research and the results were used to produce guidance for water companies to consider when developing their own self-service strategies.

The industry guidance includes a segmentation analysis which profiles customer groups according to likelihood to adopt self-service and recommended migration strategies. The guidance also provides easy-to-apply advice on how to embed self-service into customer behaviour after the initial migration.

Price: £23  

Smart Metering in the Water Sector Phase 3: Making the Case

Reference: 12/CU/02/13
ISBN: 1 84057 657 X
Published Date: 19/11/2012

This study is the third phase of UKWIR's programme on water smart metering (WSM) in the UK and it builds on the previous parts of the programme. It focuses on providing the water industry as a whole - water companies, industry bodies and regulators - with an in-depth understanding of the incremental costs and benefits associated with WSM, over and above those of traditional metering solutions.
This report, in conjunction with the accompanying Excel-based model provides a framework to develop robust business cases for WSM roll-outs. The cost-benefit methodology is described in detail. Guidance on how to use this methodology is also provided, specifically: advice on which WSM scenarios could be considered; which alternative scenarios the WSM scenarios could be compared against; and an overview of the key issues and pitfalls that should be considered in the analysis.

Price: £18