Highest ranking in customer satisfaction among the largest waters utilities
The Miami-Dade Water and Sewer Department (WASD) received the highest ranking in customer satisfaction among the largest water utilities in the Southern region of the United States. The ranking comes from a J.D. Power 2016 Water Utility Residential Customer Satisfaction Study presented by the American Water Works Association (AWWA).
WASD Director Lester Sola has been a strong advocate of Customer Service since he assumed his role more than a year ago, “This survey reinforces the dedication, training and hard work our employees provide to our 2.3 million customers on a daily basis,” said Sola.
Eighty-four AWWA water utility members who serve a population of at least 400,000 people were surveyed. More than 20,000 responses, representing approximately 83 million customers were collected. The survey gathered customer perceptions of water service and ranked the utilities based on the responses. Factors of delivery including price, billing and payment, conservation, communications, and customer service were examined.
The 2016 study found that customer satisfaction is driven by the quality of the product and the service received in all of the four regions: Midwest, Northeast, South and West. One-fourth (25%) of customers said they did not know the price of their monthly water bill. In the South region of the United States, the average monthly cost is $63. WASD’s monthly bill for 6,750 gallons of water and sewer service is $51.11.
In regards to billing, 31% of the customers that received paperless billing were more satisfied than those who received paper bills. Most importantly, the study found customers who were aware of their utility’s infrastructure efforts had a greater satisfaction compared to those that had no knowledge. “At the Miami-Dade Water and Sewer Department, customer service and excellent communications are a top priority. As we continue with the $13.5 billion Capital Improvement Program, the largest in Miami-Dade’s history, to improve the water and wastewater infrastructure throughout the County, ensuring our customers are aware of projects in their residential areas is critical,” assured Sola.
Another key finding was that customers who had their concerns answered the first time they made contact with the water utility were much happier than those that had to make several contact attempts.
It is the priority of the Miami-Dade Water and Sewer Department to provide safe, reliable service to its customers. For additional information about Department services and programs, click here.
So they say...