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					35 miles in "one day" - DJS Research take on the Gritstone Trail for the Thomas Theyer Foundation
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							 			Written by James Hinde, Research Director. Contact James here  	One rainy July, DJS Research staff came together and battled the elements to complete the 35-mile Gritstone Trail from Kidsgrove in Staffordshire, to Disley on the outskirts of Cheshire ' all to raise money for our charity of the year, The Thomas Theyer Foundation. Research Director, James Hinde, recounts the tale; rain, blisters and all...	 	 	A confession
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					http://www.djsresearch.co.uk/news/article/35-miles-in-one-day-DJS-Research-take-on-the-Gritstone-Trail-for-the-Thomas-Theyer-Foundation
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					DJS Research in the Headlines - Water Matters Report 2018
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																 					A piece of research conducted by DJS Research for the Consumer Council for Water (CCWater) has been making a splash in the media since it was published earlier this month. 					 					The research questioned 5158 customers across England and Wales to get feedback on satisfaction levels across a variety of areas including water services, sewerage services, value for money and billing. It found most were satisfied with the service they receive (90% for water and 85% for sewerage), however, satisfaction levels were much lower (63%) when it came to fairness of charges. 					 					 														 							 												The research also found that satisfaction levels in both water and sewerage services has fallen significantly since last year's research. This year, 90% of customers report being satisfied with services - compared to 92% in 2017. Similarly, 85% of respondents reported they are satisfied with sewerage services - a drop from 88% 12 months ago.									 									Satisfaction levels when it comes to value for money have stayed the same as last year, at 72% (water) and 75% (sewerage).									 									The research survey also found that customers in Wales are more satisfied with the services and value they receive from their water company than those in England.										 					Findings from the report have been published in national media including the Metro and The Times, with CCWater advocating the industry builds a 'stronger relationship' with their customers and taking any concerns they have seriously.  					 					Speaking about the findings of the research, CCWater head of policy, Dr Mike Keil commented: 					 					"Customers perceptions over the fairness of their bills have languished behind satisfaction with service for almost a decade and companies cannot afford to ignore people's concerns any longer.					 					"Fairness reflects people's wider views and confidence in the industry and companies that are complacent run the risk of increasing discontent among their customers.'					 					The data from the Water Matters research is shared with water companies so they can 'further unpick' why customers hold their views as well as use it alongside their own research.  					 					"We are keen for our research to be widely used to help drive positive change in the water sector, " said Keil. "It's clear from this year's results and the long-term trends that there are lots of opportunities for companies to utilise and build on this data to improve the services they provide and the perceptions their customers hold."					 					View the report:					 					Watter Matters Survey 2018 - Highlights					Water Matters Survey 2018 - Full Report 					 					 				 	Get more DJS News: 	DJS Researchers to walk the 35-mile Gritstone Trail in ONE DAY for The Thomas Theyer Foundation	 	Introducing the Industry: A Tale of Work Experience at DJS Research...	 	Who let the dogs out - and then brought them to work! Bring Your Dog To Work Day comes to DJS Research
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					http://www.djsresearch.co.uk/news/article/DJS-Research-in-the-Headlines-Water-Matters-Report-2018
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					http://www.djsresearch.co.uk/news/article/DJS-Research-in-the-Headlines-Water-Matters-Report-2018
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					DJS Researchers to walk the 35-mile Gritstone Trail in ONE DAY for The Thomas Theyer Foundation
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					http://www.djsresearch.co.uk/news/article/DJS-Researchers-to-walk-the-35-mile-Gritstone-Trail-in-ONE-DAY-for-The-Thomas-Theyer-Foundation
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					http://www.djsresearch.co.uk/news/article/DJS-Researchers-to-walk-the-35-mile-Gritstone-Trail-in-ONE-DAY-for-The-Thomas-Theyer-Foundation
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					Who let the dogs out - and then brought them to work! Bring Your Dog To Work Day comes to DJS Research
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					http://www.djsresearch.co.uk/news/article/Who-let-the-dogs-out-and-then-brought-them-to-work-Bring-Your-Dog-To-Work-Day-comes-to-DJS-Research
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					http://www.djsresearch.co.uk/news/article/Who-let-the-dogs-out-and-then-brought-them-to-work-Bring-Your-Dog-To-Work-Day-comes-to-DJS-Research
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					Introducing the Industry: A Tale of Work Experience at DJS Research...
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								A work experience placement at DJS Research offers students, or those who are thinking about a career change, the opportunity to get a feel for the market research industry and see what it's like to work at a busy agency. With no two days the same, students get to spend time with researchers, the creative and social media teams and with the telephone interviewing department to gain a real insight to what we do here - and hopefully learn a thing or two along the way! Last week we welcomed A Level student, Francesca, who excelled in every area she turned her hand to and has written a few words about her time with us...
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					http://www.djsresearch.co.uk/news/article/Introducing-the-Industry-A-Tale-of-Work-Experience-at-DJS-Research
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					http://www.djsresearch.co.uk/news/article/Introducing-the-Industry-A-Tale-of-Work-Experience-at-DJS-Research
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					All change for DJS Research commuters! Northern Rail offers additional stops at Strines Station after years of campaigning
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					http://www.djsresearch.co.uk/news/article/All-change-for-DJS-Research-commuters-Northern-Rail-offers-additional-stops-at-Strines-Station-after-years-of-campaigning
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					http://www.djsresearch.co.uk/news/article/All-change-for-DJS-Research-commuters-Northern-Rail-offers-additional-stops-at-Strines-Station-after-years-of-campaigning
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					Gen Z are a driving force in the current retail evolution climate
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								Written by Gill Redfern, Research Director. Contact Gill here
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					http://www.djsresearch.co.uk/news/article/Gen-Z-are-a-driving-force-in-the-current-retail-evolution-climate
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					http://www.djsresearch.co.uk/news/article/Gen-Z-are-a-driving-force-in-the-current-retail-evolution-climate
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					Calling Researchers With Experience Of Working Within The Culture Sector - We Are Recruiting!
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					                                                                                        Our culture team currently works with a wide variety of cultural and commercial visitor attractions, supporting them in understanding who their audiences are and using research to develop strategic plans. This includes us carrying out one of the largest research projects for a number of leading museums and galleries and lots of other exciting projects for culture and heritage clients.                                    We are looking for researchers, ideally Research Managers, but other levels may also be considered, with experience of working in the culture sector; all-rounders, experienced, with both qualitative and quantitative skills, looking for a challenge and comfortable with working within a fast-paced and growing environment.                                    If you are interested, please send us your details: Culture Market Research Job                                                             		Get more DJS News:             Calling Researchers With Experience Of Working Within The Culture Sector - We Are Recruiting!                         DJS Research Joins BBC Market Research Framework                         Fast Fashion: can it work without harming our planet?    
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					http://www.djsresearch.co.uk/news/article/Calling-Researchers-With-Experience-Of-Working-Within-The-Culture-Sector-We-Are-Recruiting
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					http://www.djsresearch.co.uk/news/article/Calling-Researchers-With-Experience-Of-Working-Within-The-Culture-Sector-We-Are-Recruiting
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					DJS Research Joins BBC Market Research Framework
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					http://www.djsresearch.co.uk/news/article/DJS-Research-Joins-BBC-Market-Research-Framework
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					http://www.djsresearch.co.uk/news/article/DJS-Research-Joins-BBC-Market-Research-Framework
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					Fast Fashion: can it work without harming our planet?
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					http://www.djsresearch.co.uk/news/article/Fast-Fashion-can-it-work-without-harming-our-planet
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					http://www.djsresearch.co.uk/news/article/Fast-Fashion-can-it-work-without-harming-our-planet
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					Will environmental consciousness change the direction of travel for delivery services in the UK?
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					http://www.djsresearch.co.uk/news/article/Will-environmental-consciousness-change-the-direction-of-travel-for-delivery-services-in-the-UK
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					http://www.djsresearch.co.uk/news/article/Will-environmental-consciousness-change-the-direction-of-travel-for-delivery-services-in-the-UK
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					Evolutionary Dear Consumer: The Future Face of Customer Loyalty
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					http://www.djsresearch.co.uk/news/article/Evolutionary-Dear-Consumer-The-Future-Face-of-Customer-Loyalty
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					http://www.djsresearch.co.uk/news/article/Evolutionary-Dear-Consumer-The-Future-Face-of-Customer-Loyalty
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					Mixed consumer confidence for the year ahead as Brexit looms
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					http://www.djsresearch.co.uk/news/article/Mixed-consumer-confidence-for-the-year-ahead-as-Brexit-looms
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					http://www.djsresearch.co.uk/news/article/Mixed-consumer-confidence-for-the-year-ahead-as-Brexit-looms
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					DJS Research Ltd wins top UK contract for Cultural Market Research
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							We are thrilled to announce that DJS Research has been awarded one of the biggest contracts for cultural market research in the UK. Over the next four years, we will be working alongside some of the nation's leading museums and cultural venues to deliver transformative insight.  	 	We were awarded the sought-after contract following an extensive review and selection process which saw our researchers pitch to a prestigious consortium of 18 museums and cultural venues including The British Museum, National History Museum, Tate and VA (you can see the full list below).	 	The contract will see us conduct audience research for the consortium at sites across London as well as Manchester, Liverpool and St. Ives. 	 				Not only will our research help the consortium identify opportunities to further engage visitors, it will also help them navigate some of the wider challenges facing the cultural sector. 
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					http://www.djsresearch.co.uk/news/article/DJS-Research-Ltd-wins-top-UK-contract-for-Cultural-Market-Research
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					http://www.djsresearch.co.uk/news/article/DJS-Research-Ltd-wins-top-UK-contract-for-Cultural-Market-Research
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					Another Year Over: DJS Research Annual Review - 2018
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					http://www.djsresearch.co.uk/news/article/Another-Year-Over-DJS-Research-Annual-Review-2018
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					http://www.djsresearch.co.uk/news/article/Another-Year-Over-DJS-Research-Annual-Review-2018
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					DJS Research Get Up and Go this January for the Thomas Theyer Foundation
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					http://www.djsresearch.co.uk/news/article/DJS-Research-Get-Up-and-Go-this-January-for-the-Thomas-Theyer-Foundation
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					http://www.djsresearch.co.uk/news/article/DJS-Research-Get-Up-and-Go-this-January-for-the-Thomas-Theyer-Foundation
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					Back of the net for DJS Research -  Winners at Football Business Awards 2018
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								Huge celebrations are in order for DJS Research and Leicester City Football Club who together have scooped the award for The Best Fan Engagement Programme at the Football Business Awards 2018.
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					http://www.djsresearch.co.uk/news/article/Back-of-the-net-for-DJS-Research-Winners-at-Football-Business-Awards-2018
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					http://www.djsresearch.co.uk/news/article/Back-of-the-net-for-DJS-Research-Winners-at-Football-Business-Awards-2018
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					DJS Senior Research Manager first ever alumna to be invited to tutor at Research Academy
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					http://www.djsresearch.co.uk/news/article/DJS-Senior-Research-Manager-first-ever-alumna-to-be-invited-to-tutor-at-Research-Academy
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					http://www.djsresearch.co.uk/news/article/DJS-Senior-Research-Manager-first-ever-alumna-to-be-invited-to-tutor-at-Research-Academy
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					Market Research Jobs at DJS Research – check out our latest exciting roles!
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						Want to further your career in Market Research? Fancy being part of a dynamic, forward-thinking, creative and (most of all) fun team? You're in luck as we're currently recruiting! We have a number of exciting opportunities at both our Stockport and new Leeds offices. 	 	Come grow with us ' a rewarding career at DJS Research	 	Since first opening our doors back in 2001 in Stockport, Cheshire, DJS Research has continued its year-on-year growth ' and we're now one of the leading market research agencies in the North West. We've also been named as 'One to Watch' by The Market Research Society in its Research Live Industry Report. 	 	Just last year we opened a second office (as we were getting pretty full in Stockport!) ' just over the Pennines in lovely Leeds. Our sister office will give us the space needed to continue our company expansion as well as continue to attract some of the hottest talent in the country.	 	'It's a really exciting time to join DJS Research', said Managing Director, Danny Sims. 'The new Leeds office means we can continue our company growth and offer clients a fantastic market research package with some of the top researchers in the industry.'  	 	Fancy knowing a little more? We're currently looking for talented researchers to join our friendly team. 		Market Research Jobs in Leeds and Stockport	 	Whether you're a budding researcher looking for a new challenge or a telephone interviewer with a talent for getting the best from respondents - we want to hear from you! Current job opportunities include Data Executive, Field Executive and Senior Field Executive, Researchers at various levels and Telephone Interviewers ' many of which are available at our Leeds or Stockport offices. 	 	If you have a passion for research and want to take the next step in your career, take a look at our current market research jobs and drop us a line! 	 			Get more DJS News: 			DJS Research nominated at the Sports Business Awards 2018 - alongside Leicester City FC!			 			Rise of the machines: Adopting AI and its impact on skills in the research industry			 			Jenna Allen, Research Director, joins DJS Research
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				<link>
					http://www.djsresearch.co.uk/news/article/Market-Research-Jobs-at-DJS-Research-check-out-our-latest-exciting-roles
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					http://www.djsresearch.co.uk/news/article/Market-Research-Jobs-at-DJS-Research-check-out-our-latest-exciting-roles
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					Some learnings from one of this year's Behavioural Science-based Beesley Lectures
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											Written by Alex McCluckie, Associate Director. Contact Alex here			 						Nudging the water sector towards a brighter future?			Behavioural science and the water sector are two, once disparate areas, that are slowly becoming better acquainted with each other. Given the great impact that behavioural science has been having over the past few years (as evidenced by the Behavioural Insights Team or 'Nudge Unit'), this article's first sentence I would hope will be encouraging to many that work in the industry. To try and investigate further how behavioural science could be leveraged for the good of the water sector, on Wednesday the 10th of October, I jetted off from Manchester down to the Institute of Directors in London to attend one of this year's Beesley Lectures, succinctly titled: Behavioural science in water and energy markets: lessons for evidence-based policy making. 			 			The night was chaired by Dr Xeni Dassiou of City, University of London with the star attraction being a lecture given by Professor Robert Hahn from the University of Oxford. 			 			As appears to be customary at the conferences and speaking events I have attended of late, the session began with a quick overview of behavioural economics and its Nobel-winning popularisers, Kahneman and Thaler. After bringing everyone up to speed, however, Professor Hahn jumped straight into some meaty examples of nudges using real-world examples and demonstrated how insights from this exciting sphere have been harnessed across numerous areas within both water and energy.			 			Whilst it wasn't an all-encompassing overview of what can influence behaviour, part of the session did provide an interesting examination of some of the ways that Hahn's own field experiments have been altering behaviour, with the key tenet for this portion of the talk being that information matters! Indeed, as I have seen from my own work in the water industry, from asking customers about how acceptable they deem their water company's proposed plans for the next five years to be, to their willingness to support a social tariff, how information is framed can make such a difference. Let's take a look at some of Professor Hahn's examples...			 			Some work undertaken on behalf of British Gas that sought to understand how best to get people to take up smart meters provided support for the view that neoclassical economics doesn't always ring true. In this example, the researchers offered a randomly selected group of people a £5 voucher and a second randomly selected group of people a £10 voucher to take up a smart meter. Now firstly, it should be noted that these two monetary incentives resulted in a difference compared to the baseline (that is to say that the offer of a cash incentive did increase people's likelihood to take up smart meters) - nothing overly surprising there I hear you say! What was interesting however was the finding that there was absolutely no difference between the amount of take up between the two amounts, something that is contradictory to what classical economics would teach us; that we should expect more people to take up smart meters with the higher incentive. Now, why is this first snippet of information interesting? Well, imagine you are the operations manager for your water or energy company who yourself is attempting to increase the uptake of smart meters. Falsely assuming that doubling the monetary incentive would double (or at least relatively increase) the take up of meters would lead to a tremendous waste of money that could otherwise be put to great use elsewhere in the business! Can you think of a better example of why experimentation when planning an intervention is crucial?!			 			I should make clear, behavioural science isn't about throwing money at problems. It is about recognising that there are a number of mental biases that human beings tend to succumb to and that these biases can be utilised. One such way of doing this is by presenting people with information that is framed in ways that play on these biases.			 			For clarity's sake, let's take a closer look at two of these now:			 			bull; Loss aversion: is the principle that people react to losses more strongly than gains and they try to prevent losses more than they try to make gains.			 			bull; Social norms: is the principle that people want to be like everyone else and are heavily influenced by what they perceive everyone else is doing. 			 			These two biases have been utilised to influence people to behave in different ways across a range of sectors and industries and here Hahn demonstrated their power in the water sector specifically. 			 			The City of San Antonio, Texas wanted to motivate people to take up rebates for drought-resistant landscaping. To do this, they sent out letters that were framed in different ways but which utilised the aforementioned biases. For instance, asking people to take up an offer of drought-resistant landscaping because they are using more water than their neighbours uses a social norm frame which is different to asking people to take up an offer of drought-resistant landscaping because if they don't, they will lose this offer and by the way this is what your neighbours are doing in terms of consumption, which uses both the social norm frame and the loss frame. Interestingly, the combination of a social comparison and loss framing led to a 36% increase in take up of the offer relative to a benchmark letter that had neither framing effect applied!  Now there are a whole host of other fascinating titbits from this study that time and space restraints won't let me dive into here, such as how social norms alone may play better in some domains whilst loss frames alone may play better in others. However, I have included a link to the article here and I urge you to follow this up because it makes for some really interesting reading.			 			So what is the point here? Well, on the one hand, there is the fact that we know there are certain interventions that can lead to changes in people's behaviour and that the recognition and utilisation of various mental biases can help facilitate such changes. However, I think there is a broader point here and that is that experimentation and evaluation are key. Notice that the two examples I detail above each had a control plus various experimentation groups which due to the randomised design adopted allowed for a direct comparison of cause and effect that otherwise would have been lost. If you're thinking this is something of a 'stating the obvious' type of moment, then spare a thought for California... 			 			In 2015 California was in the sways of a worrying drought. So much so in fact that the Governor, in an attempt to sort this problem out, set about trying to achieve a 25% reduction in water usage by, amongst other costly things, adopting a turf removal programme. Now, these initiatives resulted in the Governor largely meeting his goal, however, there was a problem; there was almost no evaluation or experimentation of the effectiveness of these various programmes undertaken. What this meant was that they were effectively blind as to what worked best and what would work best should a new crisis/drought strike. As Hahn pointed out, it seems that this episode holds true to the phrase coined by Stanford economist Paul Romer: a crisis is a terrible thing to waste! 			 			So, have we found a solution to the myriad issues currently facing the industry?			 			Through experimentation and evaluation, can we slowly begin to form a perfect industry operating in the most efficient and optimum way imaginable? Really, the answer is no, at least not yet. It has been recognised for some time that different nudges work on different margins (although why this is the case is something that we're still trying to learn more about). The truth is, there is no complete theory of human decision making, but we are developing a toolkit that is growing stronger with time. 			 			Indeed, I am conscious that this article thus far has been relatively glowing about behavioural science's possibilities and I feel that in the name of balance it is only right to cover some of the gripes brought to the fore by the audience too. In fact, given the buzz that often follows any discussion of behavioural science and its potential impact, it was interesting to hear a couple of audience members question its usage given that its effects are often quoted as delivering relatively small percentage changes in whatever the target behaviour may be. This even led to a discussion around whether or not behavioural science's effects are at times oversold. Well, as Alex Plant of Anglian Water pointed out, small effects across a large population are probably still worth having and given that running such experimentation to establish how these small effects can best be brought about through skilfully crafted nudges is relatively inexpensive, they can still be well worth the effort.			 			Alex, in his role as respondent for the night's discussion, did provide a well thought through response to Professor Hahn's talk in which he held strong to the belief that we maybe shouldn't be drawn moth-like to the shimmering flame of behavioural science at the expense of traditional economics altogether. Rather, he claimed, we should think about those key tenets of competition regulation theory that have served us well in the past as, he claims, companies will still tend to act in economically rational ways. Policies that recognise this along with incentive-based regulation will still drive efficiency and can drive innovation in ways that deliver for all customers regardless of underpinning sub-optimum choices that may be being made by customers at the individual level.			 			And so to conclude, born out of a realisation that neoclassical economics needed a fundamental re-think, behavioural science does offer insights into how people can be nudged into behaving in ways that are 'good', however that may be defined, whether that be for themselves, the environment or society. 			 			It is well recognised that nudges have been working well in numerous areas of society and I see there to be no reason why behavioural science, if deployed effectively cannot play a really important role in promoting outcomes that are in the public interest in the water (and energy) industry. 			 			Indeed, as we are faced with the growing challenges of population growth and climate change, the fundamentals of evidenced-based policy are only going to increase, in both their appeal and their importance from initial diagnosis, to experimenting with RCTs and studying your outcomes through adequate evaluation and then looping back round to diagnosis. So, whilst no panacea, armed with the growing learnings from behavioural science, we are certainly entering into an incredibly exciting time within the industry of which we are only just beginning to scratch the surface of what seems, at least for now, to be vast possibilities. 			 			 			 	Get more DJS News: 	It was the best of climbs, it was the worst of climbs: A Tale of Three Peaks	 	Research Executives to complete Market Research Society Advanced Certificate	 	DJS Research proud to announce new Charity of the Year
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					http://www.djsresearch.co.uk/news/article/Some-learnings-from-one-of-this-years-Behavioural-Science-based-Beesley-Lectures
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