During the September 2021 Board Meeting, WaterOne was presented with the “Leading the Way” Award by the CEO of ETC Institute, Chris Tatham. The award recognizes outstanding achievement in delivery of services to residents by local governments. The award was presented by the ETC Institute, who conducts customer satisfaction studies on behalf of WaterOne and is a nationally recognized surveyor of municipal services. Recipients of this award rank in the top 10% of all local governments and services in the United States, based off a composite score in three core areas of satisfaction - overall quality of services, customer service provided by employees, and fees charged for services.
In order to be within the top 10%, a local government has to earn a composite score of 210 by averaging 70 points in each category. WaterOne scored 256, which rates 102 points higher than the average score of 154 for all local US governments. Of more than 200 local water utilities who partook in ETC’s DirectionFinder® Survey from which the results were compiled, WaterOne rated highest in the nation with a rating 31% higher than the US average regarding taste, smell, clarity, water pressure, and customer service.
“Customer Satisfaction surveys are a priority for us because we believe that we must ‘measure what we treasure,’” said Director of Customer Relations Mandy Cawby. “Surveying helps us understand our relationship with our customers and gives us insight into how we can best meet their needs and expectations. This award affirms the efforts of our team and inspires us to keep chasing that standard of utility excellence.”
