CCWater Research Report Water Matters Summary of Research Findings for Affinity Water South East

Transcription

1 Results for Affinity Water South East Satisfaction with water services Comments or points of interest Overall, satisfied with 87% to 97% their water supply (Sample size: 150) 2 Satisfaction with value for money 89% 91% 89% 91% 91% 88% 87% Average: 92% Satisfied with value for money of water services (Sample size: 134) Views on fairness and affordability of charges Agree their water charges are affordable (Sample size: 149) 74% 70% 72% 72% 72% 63% 66% 79% 75% 64% 78% 77% 77% 66% 63% to 83% Average: 72% 66% to 87% Average: 77% Significant decrease from 2016 to 2017 Agree that total water and sewerage charges are affordable (Sample size: 141) 3 59% 76% 73% 68% 64% 64% to 85% Average: 75% 69% 66% 47% 66% 57% 63% 52% Agree that charges are fair (Sample size: 142) Integrity Agree their water 66% 65% 72% 66% 53% 64% 68% company cares about the service they provide to (Sample size: 143) Trust their water company (mean score where 10 is trust completely and 1 is do not trust at all) (Sample size: 150) Awareness of consumer rights and responsibilities Likely to contact company if worried about paying bill (Sample size: 148) 77% 84% 69% 74% 77% 70% 75% 52% to 75% Average: 62% 65% to 83% Average: 71% 7.31 to 8.32 Average: % to 81% Average: 74% Downward 7-year trend Downward 7-year trend Page 1 of 6

2 Results for Affinity Water South East Aware of, or on WaterSure tariff (Sample size: 151*) Aware of other schemes offered which provide lower charges to help who struggle to afford their bills (Sample size: 151*) 3 6% to 17% Average: 9% 2% to 7% Average: 3% Aware of Priority services. 41% to 51% (Sample size: 151*) 4 Average: 44% Satisfaction with and views on contact experiences Contacted water company with a query in last 12 months (Sample size: 151*) Reason for contacting water company was to complain (Sample size: 38 who made contact) Overall, satisfied with the way their query was handled (Sample size: 38 who made contact) Water on tap 11% 13% 13% 14% 12% 19% 17% 7% 3% 5% 7% 7% 23% 21% 33% 56% 54% 51% 43% 25% 19% 21% 26% 13% 17% 13% 13% 10% 5% 8% 9% 4% 0% 65% 79% 74% 71% 68% 77% 68% 14% to 26% Average: 18% 3% to 17% Average: 6% 68% to 91% Average: 84% Comments or points of interest Upward 7-year trend Upward 7-year trend Low base size Low base size Satisfied with colour and appearance of tap water (Sample size: 150) 87% 91% 89% 87% 92% 96% 88% 88% to 97% Average: 91% Upward 7-year trend Satisfied with taste and smell (Sample size: 148) 90% 80% 80% 83% 84% 89% 82% 79% to 93% Average: 86% Satisfied with hardness/softness (Sample size: 145) 46% 60% 56% 66% 53% 53% 52% 43% to 91% Average: 55% Page 2 of 6

3 Results for Affinity Water South East Comments or points of interest 93% 95% 88% 92% 91% 92% 90% Satisfied with safety (Sample size: 142) 87% to 98% Average: 91% Satisfied with reliability of supply (Sample size: 148) 95% 96% 99% 98% 97% 96% 95% 95% to 99% Average: 97% Satisfied with water pressure (Sample size: 149) Likelihood to recommend as a provider of water services Extremely likely to recommend Affinity Water South East to friends and family as a provider (Sample size: 140) 3,5 86% 93% 94% 86% 88% 89% 83% 31% 32% 32% 28% 79% to 91% Average: 86% 26% to 53% Average: 38% Page 3 of 6

4 sewerage services are provided by Southern Water (141 respondents) Results for sewerage service providers for Affinity Water South East Satisfaction with sewerage services Overall, satisfied with their sewerage services (Sample size: 133) Satisfaction with value for money Satisfied with value for money of sewerage services (Sample size: 134) Views on affordability of charges Agree sewerage charges are affordable (Sample size: 136) A sewerage system that works Correctly identify items that should not be disposed of down the toilet, sink or drain (Sample size: 151*) 6 Satisfied with sewerage company actions to reduce smells from sewage treatment works (Sample size: 101) Satisfied with maintenance of sewer pipes & treatment works (Sample size: 110) Satisfied with company cleaning of waste water before releasing it back into the environment (Sample size: 100) 90% 90% 88% 81% 83% 85% 78% 74% 73% 58% 70% 67% 70% 61% 76% 75% 61% 78% 71% 71% 59% 89% 80% 69% 88% 83% 84% 78% 85% 89% 83% 62% 72% 72% 81% 88% 92% 86% 75% 75% 62% 80% 89% 70% 93% 83% 72% 78% 81% to 94% Average: 88% 61% to 82% Average: 73% 59% to 82% Average: 74% 79% to 91% Average: 86% 68% to 81% Average: 77% 70% to 89% Average: 81% 75% to 87% Average: 80% Comments or points of interest Significant decrease from 2016 to 2017 Downward 7-year trend Page 4 of 6

5 Results for sewerage service providers for Affinity Water South East Comments or points of interest Satisfied with sewerage company actions to minimise sewer flooding (Sample size: 105) 68% to 87% Average: 78% Likelihood to recommend as a provider of sewerage services Extremely likely to recommend Southern Water to friends and family (Sample size: 131) 3,6 81% 89% 68% 87% 80% 75% 72% 30% 30% 23% 27% 26% to 53% Average: 36% Page 5 of 6

6 Regional sample profile for (Sample size: 151*) Gender Male 49% Female 51% Age % % % % % SEC Higher managerial, administrative & professional occupations 40% Intermediate occupations 23% Routine & manual occupations 31% Never worked and long-term unemployed/ Full-time students 7% Water meter Proportion having a water meter 88% Statistical reliability on sample size of 150 is ±4.80% at 10%/90%, ±7.33% at 30%/70% and ±8.00% at 50%. 1 Average (mean) proportion for all WoCs based on weighted data. All other data is unweighted. 2 Sample size excludes don t knows unless followed by an asterisk *. 3 Question not asked in all years. 4 Wording change in Extremely likely to recommend is based on the proportion of scoring 9 or Tissues (eg. Kleenex) removed from the prompted list in Previous years results have been recalculated based on respondents only mentioning tissues and nothing else being reallocated as none of these. Page 6 of 6