Rose Francis, Campaigns Manager
The average customer pays £1.11 per day for their water and wastewater services – about the price of a loaf of bread
In all our conversations with customers, value for money emerges as their number one priority.
People want affordable bills, and to be reassured that the money they spend is being invested wisely.
To help customers better appreciate how much they pay for their water, and how the money is spent, 2013/14 saw us once again embark on our Great Value road show.
We set up stall in supermarkets, high streets and country shows across the region, to talk to customers about our services, and their priorities. We spoke to more than 19,000 customers, over 28 days.
As well as chatting about bills, we took the opportunity to offer some tips on how to save water and money, and provided around 50,000 free branded water saving gadgets to help customers reduce bills, and do their bit for the environment.
Rose Francis, campaigns manager explained: “The average customer pays £1.11 per day for their water and wastewater services – about the price of a loaf of bread.
“When put in those every day terms, most customers tend to agree it’s a good value service. Our Great Value events are brilliant for engaging with customers, providing tips on how to save water and money, and addressing any problems or sources of confusion.
“We gain lots of great insights from these events, around key issues such as water meters, bill payments and preferred means of communication, which we use to influence future campaigns and customer messages. The feedback also helps to inform our strategic planning process – such as the preparation of our 2015-2020 business plan.
“There really is no substitute for face to face engagement!”
Since 2012, we’ve reached an estimated 47,500 customers through these events, gaining invaluable insights and improving customer understanding and appreciation of what we do.
We also achieved local press coverage in all key United Utilities regions – including key titles such as the Manchester Evening News and Liverpool Echo with total opportunities to see being around 232,749.
If you would like to send us a comment about this report, please email our Head of Sustainability, Chris Matthews