Expert reports for our clients

REPORT: Future Customer Service Incentive for Water

Ofwat commissioned Economic Insight to consider how to provide water companies with incentives to improve their customer service levels. This report, written in association with specialist consumer insight firm Caroline Thompson Associates, focuses on how a new incentive mechanism should approach measuring, evaluating and comparing companies’ performance with respect to customer service outcomes. Download our…

REPORT: Outcomes Framework at PR19

Thames Water commissioned Economic Insight to assess key issues that must be addressed in order to determine an appropriate approach to outcomes at PR19.  In our report we set out that having clarity around the underlying principles and goals of the outcomes framework is the key to successfully building on the PR14 approach.  We also…