DJS Research has been conducting the 'Testing the Waters' survey on behalf of CCW since 2016. These biennial surveys gather insights from a representative sample of businesses in England and Wales. The objectives for the 2024 survey remain consistent with those of the previous three iterations, focusing on measuring and understanding business customers' satisfaction with the services they receive.
Additionally, the other objectives covered in this report include: measuring and tracking significant differences in perception among various customer groups, understanding their awareness and experiences of the retail market, identifying water-saving actions taken by businesses, and assessing customer contact experiences.
Overview of methodology:
- To be eligible for an interview, businesses had to be directly billed for a commercial water supply, which meant that businesses operating from residential premises or those that worked in serviced offices where a commercial landlord pays for their utilities were excluded.
- In total, 2000 interviews were conducted with a representative sample of business customers based in England and Wales and included businesses, charities and public sector organisations.
- Interviews were conducted between March and July 2024 using a Computer-Assisted Telephone Interviewing (CATI) approach.
The questionnaire was reviewed, and questions that were no longer a focus or priority, such as questions related to support and contact from retailers during and after Covid-19, were removed in the 2024 survey. The only fundamental change in the questionnaire was reducing the 10pt scale about ‘trust’ in a supplier to a 5pt scale.
The findings are presented as two separate reports – a ‘highlights’ report and a ‘data’ report.
