U.S. Water Utility Residential Customer Satisfaction Study
Benchmark Residential Water Utility Customer Satisfaction
The U.S. Water Utility Residential Customer Satisfaction Study evaluates residential customer satisfaction with water utility companies across four U.S. regions, identifying what factors influence satisfaction and the investments that support infrastructure improvements.
What the Study Measures
A Complete View of Residential Water Customer Experience
Evaluates satisfaction across eight dimensions:
• Monthly Cost
• Trust
• Quality & Reliability
• Ease of Doing Business
• Information Provided
• People
• Problem Resolution
• Digital Channels
Includes:
• Regional benchmarks (Northeast, Midwest, South, West)
• Large and midsize utility segments
• Competitive data set across 8 factors and 35 attributes
• Detailed scorecards, gap analysis, and simulator tools
• Independent Net Promoter Score® measurement
How the U.S. Water Utility Residential Customer Satisfaction Study Works
• Surveys residential water utility customers across four U.S. regions
• Measures satisfaction on eight dimensions across 35 attributes
• Benchmarks large and midsize water utilities
• Provides waves of results leading to final annual results
• Delivers customized executive presentation and strategic recommendations
Core Strengths
Build Customer Support for Infrastructure Investment
• Quantifies factors driving overall satisfaction among residential customers
• Establishes relative performance of major U.S. water utility companies
• Captures a nationwide footprint of performance across regions
• Provides actionable insights into residential customer needs
• Independent measurement of Net Promoter Score®
Business Impact
Prioritize What Customers Value Most
• Prioritizes investments around residential satisfaction drivers
• Strengthens trust and communication around quality and reliability
• Improves digital channel adoption and self-service
• Supports rate case outcomes and infrastructure funding with documented satisfaction data
• Differentiates your utility against regional peers
Key Dates
2026
Fielding Begins: March 2025
Wave 1 Publish: July 23, 2025
Wave 2 Publish: October 22, 2025
Wave 3 Results: January 21, 2026
Final Results: May 5, 2026
Press Release: May 6, 2026
Fielding Begins: March 2026 *Subject to change; updated 07/08/2025
View all utilities study dates
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the U.S. Water Utility Residential Customer Satisfaction Study as a prerequisite.
Brands Targeted to be Profiled
Profiled Brands
Midwest Region — Large
Citizens Energy Group
City of Chicago
City of Cleveland
City of Columbus
Detroit Water and Sewerage Dept
Greater Cincinnati Water Works
Illinois American Water
Indiana American Water
Louisville Water
Missouri American Water
Midwest Region — Midsize
Aqua- Midwest
City of Minneapolis
City of Toledo
KC Water
Metropolitan Utilities District (Omaha)
Milwaukee Water Works
Northeast Region — Large
Aqua- Northeast
Aquarion Water Company
City of Baltimore
New Jersey American Water
NYC Environmental Protection
Pennsylvania American Water
Philadelphia Water Department
Suffolk County
Veolia
WSSC
Northeast Region — Midsize
Boston Water and Sewer Commission
DC Water
Erie County Water Authority
Monroe County Water Authority
PGH2O
Regional Water Authority (Connecticut)
South Region — Large
Aqua-South
Austin Water
Charlotte Water
City of Atlanta
City of Dallas
City of Fort Worth
City of Houston
City of Tampa
DeKalb County
El Paso Water
Fairfax Water
Gwinnett County
Hillsborough County
JEA
Metro Water Services (Nashville)
Miami-Dade County
San Antonio Water System
South Region — Large
Aqua-South
Austin Water
Charlotte Water
City of Atlanta
City of Dallas
City of Fort Worth
City of Houston
City of Tampa
DeKalb County
El Paso Water
Fairfax Water
Gwinnett County
Hillsborough County
JEA
Metro Water Services (Nashville)
Miami-Dade County
San Antonio Water System
South Region — Midsize
Baton Rouge Water Company
Central Alabama Water
City of Newport News
City of Arlington
City of Virginia Beach
City of Oklahoma City
City of Raleigh
Cobb County Water System
Fulton County Water & Sewer
Jefferson Parish
MLGW
Orange County Utilities
OUC
Palm Beach County
Pinellas County Utilities
Tulsa Water
WaterOne
West Region — Large
California Water Service
City of Phoenix
City of San Diego
Denver Water
East Bay Municipal Utility District
Golden State Water Company
L. A. Dept. of Water & Power
Las Vegas Valley Water District
San Jose Water
Seattle Public Utilities
SFPUC
Tucson Water (2026 study only)
West Region — Midsize
Aurora Water
Board of Water Supply (Honolulu)
California American Water
City of Fresno
City of Sacramento
Colorado Springs Utilities
Eastern Municipal Water District
Irvine Ranch Water District
Long Beach Water Dept
Mesa Water Resources
Portland Water Bureau
San Gabriel Valley Water Company
Tacoma Water
Truckee Meadows Water Authority
Water Utility Authority (Albuquerque)
Designed for Water Utility Leaders
• Residential customer experience executives
• Customer service and operations leaders
• Water quality and reliability leaders
• Digital channel and self-service owners
• Regulatory and rate case teams
• Communications and community relations leaders
Unlock Insights With the Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
