Customer research

Great customer service is very important to Northumbrian Water. We aim to get things right first time, every time, and to be the best service provider.

We are always looking to improve, and a great way to do this is by listening to our customers and acting on what they say.

Customer Research

We talk to our customers all the time, using various research methods. We work with independent research agencies that help us to understand the views of customers and other stakeholders in a balanced way.

Our continuous conversations with our customers help us understand:

• The standards customers expect of us
• What improvements customers want us to make (and how), and
• What customers think is most important.

We strive to understand all our many different types of customers, including future generations, and especially customers whose circumstances could make them vulnerable.

If you are invited to take part in our customer research, please get involved. We really value everyone’s views, and the experience is usually interesting and fun. We work to the Market Research Society Code of Conduct, which means that all your views are confidential.

You can volunteer to take part in future customer research by clicking here.

If you have any questions about our customer research, please contact us at

Customer satisfaction

Customer satisfaction survey  

Let us know how we are doing by clicking below to answer a short survey. Find out more

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