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Customer satisfaction research

Overview

At the establishment of the EWOQ in 2007 there was a requirement that the performance of the EWOQ be assessed within the first three years of operation. In 2010, Colmar Brunton Research was commissioned to conduct a performance review, some of the results of which will be interspersed when appropriate throughout this report. While the EWOQ made a commitment to conduct a performance review every two years the decision was made to revisit the customer satisfaction component of this research in 2011. The decision to bring the survey forward was due to there being a need to assess how well the Referral to Higher Level (RHL) process was working. Introduced in July 2009, this process had not been the subject of a customer survey.

Again, Colmar Brunton Research (CBR) was commissioned to conduct this independent review.

The purpose of this research was to understand how well the EWOQ is performing both against industry standard benchmarks and in comparison to the last wave of research.

This quantitative research was conducted using a Computer Assisted Telephone Interview (CATI) survey of customers. The research was conducted between 24th of October and 6th November 2011 and was designed to include residential and business customers of EWOQ for the period 1 January 2011 to 30th June 2011. This method was consistent with the 2010 wave of research to ensure historical comparability.

This document presents an overview of the research findings.

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