We are specialists in customer and stakeholder engagement across the utilities sector.
Water
Electricity
Gas
Transport
EVs
Our research provides energy suppliers, network operators, water companies, transport providers, regulators, industry-specific consumer advocates, and Customer Engagement and Customer Challenge Groups with actionable insights.
Why work with us?
Price reviewsWe have experience in gathering the customer and stakeholder insight you need to create well-justified business plans for RIIO-2 or PR24.
Engaging seldom-heard voicesWe have expertise in engaging hard-to-reach customers and stakeholders including those in vulnerable circustances, future customers, the digitally disengaged and the time-poor in rural as well as urban areas across the UK
Qual and quantWe have expertse in qualitative focus groups, engaged customer panels, deliberative events and robust, large-scale surveys administered online, face-to-face, or by telephone or app.
QualityImpact is a Company Partner of the Market Research Society and accredited to ISO 20252:2019, the accredited International Standard for Market Opinion and Social Research. We have a fully-documented Quality Management system.
High-impact deliverablesFrom visually engaging Powerpoint presentations, animated videos and vox pops to detailed Word reports, our outputs are edited to publication quality.
Experienced teamImpact has been delivering utilities research since it was founded in 2010, and the senior team members have considerable previous experience too.
Our expertise includes stakeholder engagement, customer satisfaction, prioritisation, Willingness to Pay, customer segmentation, and behaviour change.
Selected case studies
Consumer Council for Water & Ofwat: 2024 Draft Determination20250617090944
Acceptability and Affordability Testing20241025112932
Price Review 2024 Engagement20241025112014
Carbon Monoxide and Priority Services Register Awareness Research20241024121521
Water Charges 202220241024115831
Northern Powergrid’s Partnership Network20231024155914
Some of our Utilities clients
What our Utilities clients say
Impact were a delight to work with, a ‘safe pair of hands’ and a consultative approach that delivered real meaningful customer engagement. Insights delivered were succinct, effective and convincing; providing us with plenty of input for RIIO-GD2 business planning.
Impact have provided a range of engagement support to our GD2 business planning process, from online surveys, to deliberative workshops through to Willingness to Pay Research. Across the board Impact have worked hand in hand with our team to create engagement materials that are compelling, relevant and easy to access for our stakeholders.
Impact recommended and facilitated a creative and flexible approach, which allowed us to successfully meet the challenge of engaging with a limited number of individuals to robustly demonstrate that customers do not perceive changes associated with application of the Smart Street technique. Impact have been instrumental in the effective dissemination of these findings. Impact have developed a thorough understanding of the challenges faced by distribution network operators and the wider energy industry and their expert led approach to customer engagement has given us the confidence that we are engaging with our customers, using best practise market research techniques, particularly when introducing complex and sensitive topics.
Great for complex, large scale quant projects, backed with a knowledgeable and easy to work with team.
Meet the Utilities team
Darryl Swift20200722164423
Darryl Swift
CEO
Dr David Pearmain20200723145842
Dr David Pearmain
Director of Advanced Methods
Chris Ralph20200727083100
Chris Ralph
Research Director, Head of Utilities
Emma Gray20221102181107
Emma Gray
Graduate Research Executive
Latest news
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Net Zero – No One Left Behind – Consumer Vulnerability & Debt Conference20241017101245
