Customer views on the guaranteed standards scheme Customer views on the guaranteed standards scheme

Market research published report:
Customer views on the guaranteed standards scheme

CCW

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Featured in this report: Water

CCW are working on their Forward Programme for 2023/24. This includes a new campaign to secure updated standards of service for a modern water industry. This work will focus on the GSS (Guaranteed Standards Scheme), which provides payments to customers where their water companies do not meet certain standards.

Research background & objectives

One of the problems that has been identified is a lack of ability from the industry to respond to new expectations. Specifically, there has been no increase in levels of payments or standards since 2001. As a part of addressing this issue, CCW want to propose new standards to the sector.

CCW commissioned this research to explore customer perceptions of the current standards and compensation levels, and to provide customer-backed evidence that new standards and compensation levels proposed to the sector are credible.

Key objectives of this research

Understand bill payer’s views on:

  • The current Guaranteed Standards Scheme, including identifying any gaps.
  • The appropriate minimum levels of compensation for different service failures.
  • Whether different service standards should apply for customers who are in vulnerable circumstances/have been identified as needing extra help, including those on Priority Service Registers.

 

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