Several community members listen in at our Water Workshop in Mt. Washington last summer

Late last year, we initiated our most recent survey of customer satisfaction. This survey follows up on questions asked in our 2022 customer satisfaction survey and our 2023 perception survey, with a focus on tracking the overall progression of how well we’re serving, communicating with, and satisfying Pittsburgh Water customers. 

We were glad to see an outpouring of responses from hundreds of customers who provided us with valuable insights to help gauge our performance in key areas and identify the Pittsburgh Water projects, goals, and programs that are most important to them. 

Initial findings from this survey show a 12% improvement since 2022 in the percentage of customers indicating a high or moderate level of satisfaction with the water services we provide, and 72% have noted improvements in Pittsburgh Water since 2018. 

Alongside the need for clean, safe drinking water, another consistently high priority for customers is the desire for transparency and communication from Pittsburgh Water, and more than 70% of those surveyed trust that we are providing this transparency. Insights like these, help influence areas of our operational focus, and our evolving Public Affairs and community outreach undertakings are a great example of this.

The positive trend we continue to see in customer satisfaction goes hand-in-hand with our decision to reintroduce ourselves as Pittsburgh Water in 2024, at a time when several years of increased focus on water quality, infrastructure reliability, and customer service has produced noticeable evidence of success. The feedback received from this and previous surveys provides valuable perspective into what our ratepayers expect from a trusted community utility partner like Pittsburgh Water, and helps us live up to our Core Value of Accountability to those we serve.