There are few things more vital to humanity than water, and water utilities play a pivotal role in ensuring that supply and quality are sufficient to meet the needs of customers. While the challenges of the water industry are not new, heightened expectations from consumers are pressing even the most robust players in this critical sector to improve the customer experience.
The advent of digital technologies is making it possible for utilities to apply data capture and analytics to optimize efficiency; as a result, residential water consumers expect their water utilities to deliver the same level of customer experience as other leading-edge businesses. However, meeting these expectations can pose challenges for utility managers and leaders.
It is in this context that JD Power conducted its most recent Water Utility Residential Customer Satisfaction Study in the United States (JD Power 2018). The purpose of this study was to capture an accurate picture of residential water customers’ impressions of the quality of service from their water supply and to measure how satisfied they are with the overall support they receive from their water utility. The study yielded some interesting results about the customer experience, as well as the perception gap that exists between how consumers view the quality of their water in comparison with their water providers’ ability to meet applicable regulations—e.g., as described by the Consumer Confidence Reports (CCR) produced by local water authorities.
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