The study measures satisfaction (on a 1,000-point scale) among residential customers of 92 water utilities that deliver water to populations of at least 400,000 and results are reported for eight geographic regions in two size categories: Midwest Large; Midwest Midsize; Northeast Large; Northeast Midsize; South Large; South Midsize; West Large; and West Midsize. Overall satisfaction is measured by examining eight core dimensions on a poor-to-perfect 6-point rating scale. Individual dimensions measured are (in order of importance): information provided; quality and reliability; level of trust; ease of doing business; total monthly costs; people; resolving problems or complaints; and digital channels.
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Water utility customer satisfaction index in the U.S. 2024, by top utilities
In 2024, the large water utility with the highest customer satisfaction index in the United States was the Gwinnett County Department of Water Resources in the state of Georgia, with a score of *** points. For the midsize water utilities, the one with the best customer satisfaction was the Irvine Ranch Water District, California, with a score of ***.
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J.D. Power. (May 2, 2024). Highest water utility residential customer satisfaction index scores in the United States in 2024, by size and region [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 25, 2026, from /statistics/1499465/water-utility-customer-satisfaction-index-usa/
J.D. Power. "Highest water utility residential customer satisfaction index scores in the United States in 2024, by size and region." Chart. May 2, 2024. ÌÇÐÄÆƽâ°æ. Accessed July 25, 2026. /statistics/1499465/water-utility-customer-satisfaction-index-usa/
J.D. Power. (2024). Highest water utility residential customer satisfaction index scores in the United States in 2024, by size and region. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 25, 2026. /statistics/1499465/water-utility-customer-satisfaction-index-usa/
J.D. Power. "Highest Water Utility Residential Customer Satisfaction Index Scores in The United States in 2024, by Size and Region." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 2 May 2024, /statistics/1499465/water-utility-customer-satisfaction-index-usa/
J.D. Power, Highest water utility residential customer satisfaction index scores in the United States in 2024, by size and region ÌÇÐÄÆƽâ°æ, /statistics/1499465/water-utility-customer-satisfaction-index-usa/ (last visited July 25, 2026)
Highest water utility residential customer satisfaction index scores in the United States in 2024, by size and region [Graph], J.D. Power, May 2, 2024. [Online]. Available: /statistics/1499465/water-utility-customer-satisfaction-index-usa/
