Customer Survey Results

According to a recent customer satisfaction survey conducted by Easton Suburban Water Authority, 84 percent of customers who responded say they are satisfied with the utility's performance in delivery, reliability, quality and cost.

Compared to other household utilities, 81 percent of the respondents rated the value of ESWA's water service as good or excellent.

The survey was conducted in 2005. A total of 19,327 surveys were sent to customers throughout ESWA's service area. With a return rate of 17.4 percent, the 3,362 responses included a blend of nearly all ages and both male and female respondents.

The survey asked customers to rate their level of satisfaction with ESWA's performance in several water quality issues including taste, odor, appearance, pressure, and reliability. Consistently responses were in the 80th and 90th percentile, with an average of 87 percent of respondents indicating they are satisfied or very satisfied with the quality of water provided by ESWA.

The survey also produced some interesting statistics about ESWA customers.

•	About one-third of the respondents buy non-carbonated bottled water daily, most often because of convenience or taste.
•	22 percent of the customers who returned a survey use a filtered pitcher to further treat the water they drink.
•	98 percent of the respondents think the water bill is easy to understand.
•	30 percent of the customers who returned a survey would like additional bill payment options such as electronic payment, debit card or credit card payments.
•	92 percent of the respondents have little or no reason to contact ESWA during a 12-month period. If they do contact ESWA, it is typically the result of a billing or meter reading issue, a water quality matter, to turn service on or off, or the need for a repair or emergency situation. If there ever is a problem that requires them to contact ESWA, 49 percent of the respondents said the problem is typically resolved within two weeks. More than half said that we handle problems effectively and that ESWA employees are knowledgeable, available and willing to help them, and able to explain matters clearly.
•	Most of the respondents, 92 percent, have never visited www.eswater.net.
•	57 percent of the respondents said they would find a quarterly newsletter helpful and informative.
•	54 percent of the respondents said they were not aware that ESWA is a non-profit organization.