Smart Metering in the Water Sector Phase 2: Building the Case by Understanding Customer Expectations and Benefits

This project explored customer support and expectations for Water Smart Metering (WSM) and the value customers place on specific features of WSM.
The research consisted of three key elements: secondary analysis of the outputs of Ofgem's Energy Demand Research Project to identify whether any of the customer behaviour evidence was directly transferable to the water sector; deliberative workshops to understand existing views and expectations among smart meter 'informed' and 'uninformed' customers; and a nationally representative quantitative survey of 'informed' and 'uninformed' customers to quantify existing views and expectations, and gain willingness to pay (WtP) valuations for smart metering. The results demonstrate a number of customer-perceived benefits of WSM and the study provides recommendations on factors for the industry to consider further should it choose to develop the case for implementing WSM.

Smart Metering in the Water Sector Phase 2: Building the Case by Understanding Customer Expectations and Benefits CD