In its recent report, ‘Regulating for investment and outcomes in the water sector’, the National Audit Office (NAO) delivered a stark message: public trust in water companies has reached its lowest point since 2011.
The findings, based on the Water Matters 2024 survey conducted by Ofwat and the Consumer Council for Water (CCW), reveal a sector in trouble. For over a decade, customer sentiment had remained relatively stable, but recent years have seen a steady erosion of public confidence.
Key concerns include:
- Trust scores have plummeted to an average of 6.37 out of 10 – down from a high of 7.87.
- Only 33% of customers are satisfied with their water company’s environmental performance.
- Just 55% believe their bills are fair.
- Satisfaction with sewerage services has fallen sharply to 35%.
The issue isn’t just about pipes and treatment plants – it’s about people. Water companies are perceived as prioritising profits over service, and customers are demanding transparency, accountability and real value.
The good news? Help is at hand.
Advizzo: A proven solution for rebuilding trust
Advizzo’s SaaS platform is designed to help water companies reconnect with customers and restore faith in the services they provide. By using behavioural science and data-driven insights, we empower utilities to build transparent, supportive relationships with the people they serve.
Here’s how it works:
- Personalised insights
We analyse household water consumption data and deliver tailored reports to customers, highlighting usage trends and identifying ways they can save.
- Neighbour comparison tools
By showing customers how their usage compares to similar households, we make abstract numbers meaningful – and spark motivation to change.
- Targeted tips and advice
Customers receive practical, personalised suggestions to help them reduce their water use and lower their bills, building trust through tangible support.
- Clear, jargon-free communication
Advizzo transforms complex data into simple, user-friendly messaging. No confusion. No spin. Just clarity and care.
- Digital engagement portals
Customers can track usage in real time, by day and hour, giving them full visibility and control.
The Behavioural Science Advantage
Our platform is rooted in behavioural science. By applying proven nudges and feedback loops, like social comparisons and goal setting, we encourage long-term behavioural changes that benefit both customers and utilities.
This isn’t theory. It’s action. And it works.
Real feedback from real people
Don’t just take our word for it. Here’s what customers have said after engaging with Advizzo-powered communications:
“The fact that the report directly compares you to your neighbours is helpful. My neighbours live alone so it’s interesting to see the differences in the water usage.”
“It’s clear and precise, easy to understand. Not a load of jargon, to the point. The tips are also very useful.”
“The neighbour comparison was a good idea. Very useful to understand how we compare.”
“Thank you for letting me know about the portal. Very useful. Fascinating to see our household usage by day/hour.”
A Moment of urgency – and opportunity
The NAO’s report is a wake-up call. But it’s also an opportunity for water companies to shift gears – to move from reactive firefighting to proactive trust-building.
With Advizzo, you can give customers the transparency and support they’re asking for. You can prove that you’re listening. And you can lead the way to a more trusted, sustainable future.
Let’s make trust flow again.