Research into non-household customers’ views on water companies exiting the non-household retail market Research into non-household customers’ views on water companies exiting the non-household retail market

Market research published report:
Research into non-household customers’ views on water companies exiting the non-household retail market

CCW

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Featured in this report: Water

CCW commissioned DJS Research to conduct research with businesses to understand their views about retail exit. The findings from this research will be used to inform CCW’s discussions with Defra about the protections customers require as the regulations and policy on retail exit are developed.

DJS Research conducted qualitative research with a range of different businesses across different sectors, business sizes and locations in England.

In total, 107 businesses took part in 13 focus groups and 19 in-depth interviews to explore non-household customers’ views on:

  • The pros and cons of having their account transferred to a new retailer.
  • The level of protection they expect both during and after the transfer, and from a new retail service provider.
  • The desired complaints process if things do not go to plan.
  • Communications, including information required, from whom and when in the process.
  • What a successful transfer process would look like.

 

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