CHAPTER ONE BACKGROUND & INTRODUCTION
1.1 mruk research limited have been commissioned by the Scottish Executive to carry out research to investigate public experiences and views of drinking water quality. Recent years have seen significant investment in drinking water quality and increased compliance with quality standards. However, customer complaints received by DWQR (Drinking Water Quality Regulator) suggest that there are still a considerable number of consumers who perceive a problem with their tap water.
1.2 mruk have been commissioned to carry out three stages of research comprising:
- Secondary research
- Quantitative research
- Qualitative research
1.3 This report represents the findings from the first stage of secondary research. The secondary research was required to establish what information already existed regarding what drives consumer perceptions of water quality. It was also important for us to understand the geographic distribution of complaints, to assist with developing samples of people who had complained and those living in rural areas.
1.4 In this report we have outlined the sources consulted and summarised the key issues arising. In addition to this report, the output from this stage of research includes:
- Maps:
- Leaflets produced by DWI about drinking water quality for consumers
1.5 The production of maps displaying consumer complaints and quality testing results allowed additional analysis to be conducted during the subsequent quantitative stage of research. Specifically, data was analysed with respect to zonal chloramination of water supply, mean chlorine level and water quality failures. The purpose of this analysis was to explore whether a significant relationship existed between these factors and respondents' perceptions and opinions of drinking water quality.