Water Utilities
Ensuring clean water supply and sanitation for all
Customer/Stakeholder Research
It is easy for a Utility to say: “Why bother focusing on Customer Satisfaction when they can’t leave?”
Utilities have, at least, a moral obligation to provide their services as promised to the customers they serve. Water Utilities have an immense responsibility to ensure that water is clean and safe (and so much more). However, just doing what the utility is supposed to do is no longer enough as there is a growing desire from Customers that they will have input into the current level of service they are receiving as well as any changes the utility might make to service levels or costs.
At UtilityPULSE our research tell us:
High Customer satisfaction scores lead to more favourable regulatory/governance outcomes and enhance a Utility’s reputation.
Feedback from Customers can highlight areas of success and areas needing improvement, guiding the utility towards more efficient operations and service enhancements.
In essence, surveys streamline and simplify customer engagement by offering an organized, efficient, and effective way to gather feedback, analyze data, and act on insights, all of which are crucial for improving service quality and customer satisfaction.
Satisfied customers are more likely to support the Utility’s projects and initiatives, including those requiring public approval or community support.
High levels of customer satisfaction strengthen the Utility’s position as a community partner and can facilitate smoother implementation of new projects or changes.
The research is very clear: Dissatisfied customers are more likely to file complaints, have more service issues, seek regulatory intervention, or engage in negative word-of-mouth.
Focusing on customer satisfaction helps Water utilities operate more effectively, maintain regulatory goodwill, manage risks, and foster positive relationships with customers, employees, and the community, all of which are crucial for long-term success and sustainability.
Rate Application Survey
Water utilities have become under more scrutiny over these past few years. And, for the most part they are poorly understood as a professional enterprise with high standards.
The purpose of conducting a change in service or rate increase survey is to satisfy the needs of regulators, government, decision-makers, or other governance parties is multifaceted:
It is about actively seeking stakeholder input before changing rates or services.
It helps meet regulatory compliance requirements that often mandate customer engagement.
It promotes transparency in how rates are determined.
It can help anticipate and manage risks associated with rate changes, including negative public or political reactions.
It provides empirical data to guide utilities and regulators in making decisions that balance financial viability with customer affordability and satisfaction.
The goal of a rate application for any utility is to use survey findings as evidence in regulatory or governance proceedings to support the rate or service-level change, showing that they are fair and in line with (most) customer expectations.
Regulatory, government, decision-maker, and governance requirements vary considerably. Satisfying these requirements requires a scalable stakeholder engagement system with multiple assessment, diagnostic, and survey methodologies. We recommend contacting us to discuss our Taking A.I.M. (Applied Insights Methodology) System.
Stakeholder/Board of Directors Survey
Every Utility and every enterprise has four primary responsibilities assigned to the leadership team. They must use its resources, people talents, intellectual prowess, and financial resources to create an Ideal Place to Work, an Ideal Place to do Business with, an ideal place with excellent operational efficiency, and an Ideal entity seen as a societal asset.
Board of Directors often want to know that the board’s vision aligns with operational practices and stakeholder expectations AND is meeting its regulatory requirements.
Sometimes, conducting these types of surveys is about understanding the priorities and concerns of stakeholders, e.g., communities, owners, employees, suppliers, etc.
Other reasons may be assessing the effectiveness of the Board or the Utility’s Leadership team.
A survey of this type can help identify risks or issues from the perspective of the board and stakeholders.
A focused Board of Directors or Stakeholder survey is about transparency and building trust.
These surveys can be critical tools in maintaining the Utility’s accountability, ensuring strategic alignment, and enhancing the overall governance framework.
We recommend that you talk to us about your specific needs.
Custom Research
Utilities undertake custom research for a variety of strategic and operational reasons, for example:
Custom research provides data and feedback specific to the Utility’s unique questions and challenges.
It helps support informed decision-making.
Getting a better understanding of Customers’ potential adoption of a service or program, e.g., energy conservation, adopting/using digital tools, etc.
Custom research can identify opportunities for innovation, new service development, or improvements to existing services, ensuring they meet current and future Customer needs.
Research findings can support regulatory compliance efforts, aid in rate case preparations, or be used to advocate for policy changes beneficial to the Utility and its Customers.
To gauge Customer and community support for renewable energy initiatives, conservation programs, or other sustainability efforts, informing strategy and communication.
Determining Customer readiness and acceptance for new technologies.
Custom research helps mitigate risks associated with new initiatives or changes in service delivery. Utilities can gain the specific insights needed to navigate the complexities of their market.
Talk to us about our experience and ability to develop a cost-effective program to help you get answers to your specific questions.
