Cornwall Insight has published a research paper, which is supported by Water Plus, where we discuss the results of our recent research into innovation in the market, informed by interviews with a mix of nine retailers, customers and third-party intermediaries (TPIs) representing a broad cross-section of the market.
The liberalisation of the English and Welsh business water retail market has presented the industry with the opportunity to overhaul the way it does business and find new ways of meeting customers’ needs. This means innovation in customer service, tariffs, and value-added services. However, the road has not been easy, with market opening having proven more disruptive than expected and resulting in retailers having to work harder just to deliver the basics, distracting attention from new ways of doing things.