Survey Shows Water Use Surge During Pandemic

According to a study conducted by J.D. Power, customer satisfaction with water services remained steady through the pandemic despite skyrocketing usage. The U.S. Water Utility Residential Customer Satisfaction Study is now in its sixth year and rates contentment among suburban consumers of 90 water utilities that supply water to no less than 400,000 customers. The survey was conducted in four waves between June 2020 and March 2021.

Major regional service interruptions, increased water consumption, and elevated utility bills have resulted in no change in customer satisfaction, according to the J.D. Power 2021 U.S. Water Utility Residential Customer Satisfaction Survey. Usage has increased roughly six percent nationwide, and customer satisfaction is at a high 737 out of 1,000 points.

Andrew Heath, senior director of utilities intelligence at J.D. Power said, “Between the massive weather event in Texas and the overall heightened sense of anxiety among consumers who have been spending more time at home and consuming more water, the past year has put local water utilities to the test. Despite recent efforts to improve communications and ramp up digital customer service channels, water utilities still have a long way to go when it comes to delivering valuable, proactive communications to help their customers through challenging situations. For example, the widespread service interruptions in Texas really put a spotlight on just how vulnerable utilities can be to adverse weather events.”

The study is reported in four geographic regions and two size categories: Midwest Large, Midwest Midsize, Northeast Large, Northeast Midsize, South Large, South Midsize, West Large, and West Midsize. Six factors and 33 attributes are used to measure overall satisfaction including: quality and reliability, price, conservation, billing and payment, communications, and customer service.

Are you unhappy with your water quality? Contact the water experts at Reynolds Water today to get pure, clean water.

Reynolds Water Conditioning was established in 1931 and is Michigan’s oldest water conditioning treatment company. Still owned and operated by the Reynolds family, we take pride in providing the highest quality products at a cost-effective price. If your tap water lacks the quality you deserve, contact us today at or call 800-572-9575.

Written by the digital marketing staff at Creative Programs & Systems:

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