Cal Water has been ranked highest in overall customer satisfaction among water utilities in the western United States, according to J.D. Power’s 2016 Water Utility Residential Customer Satisfaction StudySM. The utility also achieved the highest score in the region for communications.
The results, announced by J.D. Power today, were based on responses in March 2016 from residential customers who had had experiences with their utility within the past six months. The Overall Water Utility Satisfaction Index measures key performance indicators in six areas: delivery, price, billing and payment, conservation, communications, and customer service.
“We are committed to providing our customers with quality, service, and value,” said Martin A. Kropelnicki, Cal Water President and CEO. “We are humbled by our customers’ feedback and remain dedicated to fulfilling this promise through each member of our customer service, operations, water quality, engineering, information technology, communications, and other support teams.”
This is the first year J.D. Power has conducted a customer satisfaction study for water utilities. The study ranked U.S. water utilities serving a population of at least 400,000 residents by analyzing more than 28,000 online customer interviews. Utilities were categorized into the Midwest, Northeast, South, and West geographic regions.
California Water Service received the highest numerical score among water utilities in the West region in the J.D. Power 2016 Water Utility Residential Customer Satisfaction Study, based on 20,951 responses from 24 companies measuring experiences and perceptions of customers with their primary water provider-surveyed March 2016. Individual experiences may vary. Visit jdpower.com for more information about the study.