Customer psychology
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Acceptability of Water to Customers
Price: £150
Ref: 07/CU/02/3
ISBN: 1 84057 433 X
An approach to formulating interventions and seeking funding to address aesthetic aspects of drinking water quality is considered. These aspects include discolouration and particles; taste and odour; and hardness. Guidance is given on good practice for recording, categorising and analysing customer contacts. A checklist of potential causes of observed problems and of interventions to address these is compiled from industry expertise. Finally, an appropriate methodology for justification of investment to improve aesthetic water quality is described, using customer willingness-to-pay surveys and cost-benefit analysis. The report includes the outcome of consultation with Regulators and a survey of the industry with regard to aspirations and current practice.
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