| Description | This research investigated customer perceptions and experiences of their drinking water in order that the factors which influence these can be understood and addressed. The findings are based on three phases of work; a literature review and mapping exercise; a qualitative telephone survey of 1,300 customers across Scotlanad; and eight focus groups. |
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| ISBN | 0 7559 6759 9 (Web Only) |
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| Official Print Publication Date | September 2007 |
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| Website Publication Date | September 26, 2007 |
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Kirsty McKissock, Richard Morgan, Sinead Assenti, mruk research
ISBN 978 0 7559 6759 9 (Web only publication)
This document is also available in pdf format (656k)
CONTENTS
EXECUTIVE SUMMARY
Background & Methodology
Key Findings
CHAPTER ONE BACKGROUND & INTRODUCTION
CHAPTER TWO APPROACH
Information Sources
CHAPTER THREE SUMMARY OF WATER AND COMPLIANCE IN SCOTLAND
Overview of compliance
Compliance with Key Parameters
CHAPTER FOUR SUMMARY OF COMPLAINTS TO SCOTTISH WATER (2006)
CHAPTER FIVE SUMMARY OF PREVIOUS CONSUMER RESEARCH IN SCOTLAND
Scottish Water Household Bespoke Survey
Scottish Water Qualitative Research on Attitudes to Drinking Water
Scottish Water Consumer Risk Assessment Research
Scottish Executive 'Paying for Water Services' Qualitative Research
Summary
CHAPTER SIX SUMMARY OF WATER COMPLIANCE IN ENGLAND & WALES (2005)
Key Drinking Water Quality Standards in England & Wales
Consumer Contacts Regarding Drinking Water Quality in England & Wales (2005)
Summary
CHAPTER SEVEN SUMMARY OF CONSUMER RESEARCH IN ENGLAND AND WALES ABOUT DRINKING WATER QUALITY
Contact with Water Companies in England and Wales
Findings Related to Drinking Water Quality from Ofwat 2004 Periodic Review
Findings related to Drinking Water Quality from Water UK Consumer Research 2001
Findings related to Drinking Water Quality Research from Academic Institutions
CHAPTER EIGHT KEY FINDINGS
ANNEX 1 MAP A - SUPPLY ZONES 1
ANNEX 2 MAP B - TREATMENTS WORKS 1
ANNEX 3 MAP C - TOTAL NUMBER OF FAILURES
ANNEX 4 MAP D- DRINKING WATER QUALITY INCIDENTS
ANNEX 5 MAP E - MEAN CHLORINE LEVELS
ANNEX 6 MAP F - ALL COMPLAINTS
ANNEX 7 MAP G - COMPLAINTS- DISCOLOURED WATER
ANNEX 8 MAP H - COMPLAINTS - ILLNESS
ANNEX 9 MAP I - COMPLAINTS- CHLORINE
ANNEX 10 MAP J - COMPLAINTS- PARTICLES
ANNEX 11 MAP K - COMPLAINTS- METALLIC TASTE
ANNEX 12 MAP L - COMPLAINTS- MUSTY TASTE
ANNEX 13 MAP M - COMPLAINTS-MUSTY SMELL
ANNEX 14 REFERENCES
The views expressed in this report are those of the researcher and
do not necessarily represent those of the Department or Scottish Ministers.
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