by Paul Sestito
Why should a water system perform customer satisfaction surveys? A survey is a form of public relations and communication. Customers who feel engaged in the operations of the utility might be more supportive when it comes time for a bond vote or rate increase. And results of the survey could potentially alert you issues in the distribution system.
The first step is to determine the purpose of the survey and how the utility will use and respond to the information gathered. Who do you want to survey—utility operations as a whole one particular service area or demographic? What type of information do you want to gather? You may be interested in topics like water quality, distribution, billing, water conservation, or customer service. Does your utility have the capacity to respond to the feedback you receive?
Next decide how to distribute the survey. Options include mail, email, phone, door-to-door, or at a public event like a fair or farmer’s market. Also consider how you will compile survey results, which is more time-consuming with paper surveys than online.
Most importantly, be sure you are prepared as a system to address issues brought to light as a result of the survey. If problems are identified, and the system does nothing to address the issues, you risk losing customer confidence and trust.
Example Survey Questions
Please feel free to use and edit these questions to fit your needs.
Drinking Water
Do you drink your tap water?
Yes No
Comments:
Do you have concerns regarding the safety of your drinking water?
Yes No
Comments:
How would you rate the water quality for the following:
Taste? Excellent Good Fair Poor
Odor? Excellent Good Fair Poor
Color? Excellent Good Fair Poor
Pressure? Excellent Good Fair Poor
Comments:
Overall, are you satisfied with the product you receive from your water system?
Yes No
Comments:
Service
Have you ever experienced a disruption in water service?
Yes No
Comments:
Was the disruption scheduled (ex. water line repair)?
Yes No N/A
Comments:
If the disruption was scheduled, did you receive prior notification?
Yes No N/A
Comments:
If you have had a disruption in water service, was it solved in a timely manner?
Yes No N/A
Comments:
Do you know how to contact the water department if you have a concern about your water service or quality?
Yes No N/A
Comments:
Billing
Do you think the cost of your water service is reasonable?
Yes No
Comments:
Do you understand the information contained on your water bill?
Yes No
Comments:
Do you know who to contact if you have questions about billing, charges, or fees?
Yes No
Comments:
Do you think there could be any improvements made to the billing procedures?
Yes No
Comments:
Do you support rate increases that are needed to continue to maintain/upgrade the water system?
Yes No
Comments:
Communications
Have you had interactions with the water department/system operator(s)?
Yes No
Comments:
Were operations personnel able to assist you, answer your questions, or provide helpful information?
Yes No N/A
Comments:
If you have had an issue with your water service or quality, do you feel your concern was addressed?
Yes No N/A
Comments:
Do you know where to find information about your water system?
Yes No
Comments:
What is your preferred method of receiving information about your water system?
Mail/bill insert
Website
Email
Text
Phone
Other:
How would you rate the overall communication from the water system?
Excellent Good Fair Poor
Comments:
Values and Concerns
How concerned are you about water conservation?
Very Somewhat Not at all
Comments:
How concerned are you about the integrity/age of your water system?
Very Somewhat Not at all
Comments:
How concerned about the safety/security of your water system?
Very Somewhat Not at all
Comments:
How important is safe, reliable drinking water to your community?
Very Somewhat Not at all
Comments: