Our customer research

At Thames Water, we listen to our customers in lots of different ways. This includes when they contact us directly and when we conduct customer research.

We use the different types of feedback to better understand what customers need and expect from us, what we are doing well and what we could do better. This helps us plan improvements to our service and our contribution to communities and the environment, both now and for the future.

Below are reports from some of our most recent customer research.

Annual performance reports

View our previous APR reports.