Customer research and behavioural science
We gather customer insight in a variety of ways, from direct contact to customer research. This feedback helps us to:
- Understand customer needs and expectations
- Recognise what we’re doing well
- Identify areas for improvement
Our behavioural science team uses evidence‑based methods to drive positive change. They cover topics such as water demand, affordability support, and pollution reporting.
These insights help create clearer communication and more user‑friendly services and products.
Customer research
We go through recent research projects which were carried out to better understand our customers.
Behavioural science
We go through how we’ve used behavioural science to gather valuable insights from customers.