U.S. Water Utility Residential Customer Satisfaction Study

The water industry faces ever-increasing needs for infrastructure investments, making customer support imperative. Water utility companies need to stay up to date regarding their customers’ needs and expectations. Utilities that understand their attitudes, behaviors and preferences are better able to target performance improvement initiatives that can increase overall customer satisfaction and garner support for infrastructure improvements. 

The Solution

The JD Power U.S. Water Utility Residential Customer Satisfaction Study^SM measures satisfaction with water utility companies in four U.S. regions: Northeast, Midwest, South and West and examines satisfaction across eight dimensions: Monthly Cost; Trust; Quality & Reliability; Ease of Doing Business; Information Provided; People; Problem Resolution; and Digital Channels. The study, which provides the water industry with insights into the evolving needs and demands of residential customers, includes the following objectives:

• Quantifying the factors that drive overall satisfaction among residential customers
• Establishing the relative performance of the major water utility companies in the United States in terms of how well they satisfy their residential customers
• Capturing a nationwide footprint of water utility performance by including as many utilities as possible
• Providing actionable information by developing insights about the needs of water utility customers
• Net Promoter Score®— An independent measurement of NPS, which includes the brand-level Net Promoter Score® and verbatims, an NPS rank chart and verbatim text analytics

Net Promoter System® and NPS® are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score^SM is a service mark of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.

JD Power will issue a national press release that will highlight key findings and trends from the stud(ies) and includes top-to-bottom rankings of the brands in the study that meet JD Power’s predetermined research criteria. The brand(s) that ranks highest in each of the segments profiled and meets predetermined award criteria will have the opportunity to leverage their award publicly through the JD Power award licensing program, which requires subscribing to the study as a prerequisite.

See how our awards make an impact. 

Water Utility Residential Customer Satisfaction Award Information

Brands that rank above the industry average for their segment and subscribe to the study earn the opportunity to commission a JD Power Performance Report. JD Power Performance Reports are customized, client-commissioned reports that highlight above-average performance by companies in JD Power syndicated studies. Each report is written and designed by JD Power, and features research findings and charts from the study, with a focus on sponsoring client's ranking and performance. Learn More