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More needs to be done to communicate the importance of water conservation to customers to improve sustainable water usage and reduce bills

From the Knowledge Centre

In line with UN World Water Day 2022, water providers need to do more to help customers conserve water and communicate the benefits of considered consumption to improve the global carbon footprint and reduce water bills.

Rachael Merrell, customer services director of Echo Managed Services, said: “There is evidently a need for improved customer communication within the sector to achieve the goals of the UN’s World Water Day this year. Greater awareness needs to be raised about the importance of the conservation of water to prevent the depletion of a natural resource, as well as educate customers on the beneficial cost savings to their own bills.

“As climate change continues to get worse, water resources will come under increasing pressure. It is estimated that up to 5.7 billion people could be living in areas where water is scarce for at least one month a year by 2050. With the UN placing sustainability high on the agenda, water companies must work to enlighten customers on the environmental impact of their water consumption, and how they can work with their provider to protect reserves.

Research by Echo Managed Services highlights that the conservation of water is the second-highest concern of Gen Z, suggesting that there is an appetite for water providers to expand their sustainability offering and that bill payers would be receptive to changes.

“Communication and engagement will be key to raising awareness of sustainable choices. Just a third (34%) of Gen Z bill payers surveyed knew that water companies educate the general public on how to save water, and even fewer (29%) knew that water companies do work to protect and improve local habitats.

Rachael Merrell, customer services director of Echo Managed Services.

“Simple improvements to providers’ customer service offering such as distributing information about household water saving tips via an email or print newsletter can significantly improve customer understanding and help them to make sustainable choices. For example, taking shorter showers has the capability to save 200,000 metric tons of CO2 emissions and 30 million cubic meters of water each year.

“The water industry has a responsibility to educate customers on the importance of sustainable water usage and how to be a conscious consumer through improved communications if we are to improve the global carbon footprint and lower customer bills."

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