Investing In Water Services 2006–2014 - Customer Views On Investment Priorities For Scottish Water

The Scottish Executive commissioned MORI Scotland to conduct qualitative and quantitative research to investigate customer views on the investment priorities for the Scottish water industry. This research formed a key strand in an extensive process of stakeholder and public consultation on the future of Scotland's water services, complementing two key public consultations Investment Priorities for Water Services 2006-2014 and Paying for Water Services 2006-2010.

The full report on the research, and further information on the next investment programme for Scottish Water, are available on the Scottish Executive website at the following link: Scottish Executive Statement On Water Services: Objectives And Charging

Technical details

A telephone survey was conducted among 3,000 respondents between 30th July and 27th August 2004. The survey was sampled disproportionately, boosting rural areas and small remote towns while reducing the number of interviews conducted in the heavily populated urban areas. This approach provided more accurate results for rural areas. The results of the survey are representative of Scottish Water customers and whole sample estimates are reliable to +/- 2%.

In order to obtain a more in-depth understanding of customer attitudes, reactions and preferences, the survey was supplemented by qualitative focus group research. A total of eight focus groups with 60 participants were conducted in both urban and rural areas in which Scottish Water had made either some, little or no investment, and/or areas which had experienced quality issues with water or wastewater. The areas selected included Edinburgh, East Kilbride, Oban and Aberdeen.