Customer Engagement

Customer Engagement

Knowing what our customers want and need is an essential part of reaching our goal.

Being trusted to care for the water on which Scotland depends is our vision.

Knowing what our customers want and need is an essential part of reaching our goal. That's why we're engaging with customers more than ever before.

Our research and engagement activities are part of a comprehensive ongoing programme of qualitative and quantitative research, called Engage21, that will help inform the future service we provide, both in relation to our business plan for 2021 to 2027 and future projections to 2040.

This is completed with support from the Customer Forum to ensure customer views are truly at the heart of the programme.

The immediate programme of activity is about understanding our household and business customers priorities for what improvements we need to make to our network and assets.

We also carry out qualitative research on a wide range of topics including water pressure, payment levels and climate change.

We’re already industry leading in understanding your wants and needs. Now we’re going even deeper. After all, it’s you we serve and you we want to improve our service for.

Alongside our Customer Engagement Programme, we also capture feedback from customers that contact us with a range of different service issues. This is a driver for our continuous service improvement.


Getting Involved

If you’d like to get involved in our research activities, we have an online panel of customers who help to express their views on a wide range of improvement initiatives. You can register your interest by emailing: