Insight
We carry out customer and stakeholder engagement activities throughout the year. These insights help inform our plans and how we can achieve our priorities.
Why do we gain insight?
Engaging with our customers and stakeholders plays a vital role in helping us achieve our ultimate goal of a resilient water future.
Gaining these detailed insights helps us to develop our future plans and supports proactive collaboration with our communities and stakeholders. It keeps our customers informed and gives them a voice and a say in how we can move forward and improve our performance. It also allows us to shape local, regional and national conversations about water and its value.
Customer insight
We use insights to give our customers a voice in the development of our plans and engage with them throughout the year.
Stakeholder insight
We regularly engage with stakeholders at national, regional and local levels to build strong relationships that will help us achieve our priorities.
How insights have informed our 2025-2030 Business Plan
Our 2025-2030 Business Plan sets out our priorities for improving our performance, maintaining a high standard of service and protecting the environment. We worked alongside our customers, stakeholders, regulators and investors to develop it.
How insights have informed our 2025-2030 Business Plan
Our 2025-2030 Business Plan sets out our priorities for improving our performance, maintaining a high standard of service and protecting the environment. We worked alongside our customers, stakeholders, regulators and investors to develop it.
25,000
Customers spent over 8,000 hours from over 130 different reports telling us what they think.
10 million
Data points from sources such as contacts, complaints, social listening and other sources.
4.5 million
We used customer segmentation and demographic data for 4.5 million consumers to have both breadth and depth of insight.