Testing the Waters 2014: SME customers’ views on water & sewerage services Testing the Waters 2014: SME customers’ views on water & sewerage services

Market research published report:
Testing the Waters 2014: SME customers’ views on water & sewerage services

CCW

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Featured in this report: Water

CCW was set up in 2005 to represent the interests of business and household water and sewerage consumers in England and Wales. Currently the household market and a large proportion of the business market operate as regional monopolies, with the water and sewerage service provider being determined by business or household premises location. However, the market for businesses is becoming more competitive.

From 2003, in England and Wales, businesses using at least 50 megalitres (50,000m3) of water a year were allowed to switch water supplier.

In 2011 the eligibility threshold in England reduced so that those using at least five megalitres of water a year could switch water supplier. The threshold in Wales remains at 50 megalitres. In April 2017 the water and sewerage market in England will open so that all businesses will be able to choose to switch their retailer, regardless of their consumption.

Understanding the views and opinions of businesses and household consumers is essential for CCW in meeting its business objectives, in order to ensure that it continues to provide a strong national voice for water industry consumers throughout England and Wales.

In order to keep up-to-date with business customers’ thinking, in 2012 CCW and Ofwat conducted research among SMEs in order to:

  • Inform about SME business customers’ experiences and perceptions of water and sewerage companies.
  • Explore CCW’s role with business customers, as highlighted in the Gray report (July 2011).
  • Provide an update on business customers’ perceptions’ of market reform.
  • In 2014 it was recognised that there was a need to update the research conducted among business customers in 2012.

In 2014 it was recognised that there was a need to update the research conducted among business customers in 2012.

 

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