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1
 What will be the impact of changing consumer
expectations?   Evidence from research by
Henley Centre Headlight Vision and BT Ian
Simpson, Client Director, Utilities Sector, BT
Global Services
2
Consumers are concerned about the environment and
ethical living
In the last 12 months I have become more
environmentally aware
62
Climate change is the biggest single problem
facing the world today
62
The world is rapidly running out of clean, safe
drinking water
44
We are facing global food shortages that will
affect us all
agree
41
3
Importance of ethical and environmental
consumption is rising
How important are each of the following to you
personally?
91
Being able to recycle your rubbish
94
Reducing the packaging on products you buy
66
86
Being able to buy locally produced goods
73
82
Being able to buy ethically produced goods
48
fairly / very important
57
2005
2007
4
Others should certainly be penalised for their
behaviour
83 feel companies should be heavily penalised if
they act unethically
59 think people who dont recycle should be
penalised
54 feel that 4x4 vehicles should be banned in
urban areas
27 are prepared to pay to use a road
26 feel guilty taking short haul flights
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Who is most at fault for causing/responsible for
tackling environmental damage?
1
8
12
13
17
14
forcausing
fortackling
66
69
Government
Industries / companies
NGOs / Non-profit bodies /Community groups
Individuals
6
I make sure I regularly buy products and services
from companies that...
Have responsible waste management and recycling
programs49
Avoid using pesticides in their production
processes47
Actively improve the environment47
Pay producers a fair price54
Treat their workers well48
Pay a proportion of their profit to charity31
Are transparent about their business practices28
Actively support my local community 33
Actively support developing countries32
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Conclusion
Growth of the ethical consumer
Impact on water companies
How?
Water is an environmental product