Best Practice for National Communications - Responsible Use of Sewers: Report on Customer Research
This project explored the best methods for communicating with customers about the responsible use of drains and sewers and how to improve awarenes of items that are/ are not suitable for flushing. Understanding reasons why misuse of sewers currently occurs, and barriers/ motivations to change, is key to this aim. Research consisted of three stages:
1. Qualitative focus groups with domestic customers and depth interviews with Food Service Establishments provided insight into current behaviours and rationale; motivations/ barriers to change; and views on different information channels.
2. UK representative quantitative survey, provided quantifiable evidence of customer behaviour and attitudes.
3. Campaign testing in a hotspot area determined, through pre and post campaign surverys, whether there was any effect on residents' behaviour/ attitudes.
Results provide guidance on appropriate campaign types, content and style. Benefits to industry of better customer engagement, leading to behaviour change, include reduced costs and improved customer satisfaction.
|UKWIR Reference :- 12/CU/02/12||Published Date :- 06/06/2012|
|Retail Price (£) :- 15||ISBN :- 1 84057 632 4|