Consumer Perceptions and Experiences of Drinking Water Quality in Scotland: Secondary Research

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 6759 9
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 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.

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

Page updated: Tuesday, January 08, 2008