The ETC Institute has presented WaterOne with the “Leading The Way” award, recognizing outstanding achievement in delivery of services to residents by local governments. The award marks the second time WaterOne has received this recognition, reflecting the water utility’s continuing commitment to providing the highest level of service to its customers.
The award was conveyed at the September 2023 Board Meeting by Chris Tatham, CEO of the ETC Institute. The ETC Institute conducts customer satisfaction surveys 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 on a composite score in three areas of satisfaction – overall quality of services, customer service provided by employees, and fees charged for services.
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 223, which rates 51 points higher than the average score of 172 for all communities in the United States. Out of more than 137 governmental utilities that participated in the survey, WaterOne rated highest in the nation regarding taste, smell, clarity, water pressure, and customer service.
“We believe customer service isn’t a department – it’s a part of every job at WaterOne,” said Director of Customer Relations Mandy Cawby. “This award says we are walking the walk with our mission, vision, and values. to set the standard for utility excellence.”