Consumer Perceptions and Experiences of Drinking Water Quality in Scotland

DescriptionThis 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.
ISBN0 7559 6758
Official Print Publication DateSeptember 2007
Website Publication DateSeptember 26, 2007

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Kirsty McKissock, Richard Morgan, Sinead Assenti, mruk research
ISBN 978 0 7559 6758 2 (Web only publication)
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CONTENTS

ACKNOWLEDGEMENTS

EXECUTIVE SUMMARY
Background & Methodology
Opinions of Tap Water & Drinking Behaviour
Perceived Quality of Tap Water
Priorities for Tap Water Quality & Service
Experience of Water Quality Issues
Reporting Behaviour
Awareness of Organisations and Roles
Water Treatment & Education
Key Themes Emerging & Future Considerations

CHAPTER ONE INTRODUCTION & BACKGROUND
Introduction
Background

CHAPTER TWO OBJECTIVES

CHAPTER THREE METHODOLOGY
Mapping Exercise & Literature Search
Quantitative Survey
Qualitative

CHAPTER FOUR RESEARCH FINDINGS
Opinions of Tap Water and Drinking Behaviour
Priorities for Tap Water Quality & Service
Experience of Water Quality Issues
Reporting Behaviour
Awareness of Organisations and Roles
Water Treatment & Education

CHAPTER FIVE KEY THEMES EMERGING FROM RESEARCH

CHAPTER SIX FUTURE CONSIDERATIONS

ANNEX 1 QUESTIONNAIRE FOR GENERAL POPULATION & RURAL SAMPLES

ANNEX 2 QUESTIONNAIRE FOR COMPLAINANTS

ANNEX 3 TOPIC GUIDE

The views expressed in this report are those of the researcher and
do not necessarily represent those of the Department or Scottish Ministers.

This report is available on the Scottish Government Social Research website only
www.scotland.gov.uk/socialresearch.

Page updated: Thursday, September 27, 2007