Orange County Utilities Recognized with J.D. Power Customer Satisfaction Award
Orange County Utilities provides a safe and reliable water supply for over 150,000 residential and commercial customers and has been ranked No. 1 in Customer Satisfaction with Midsize Water Utilities in the South by J.D. Power, the global leader in data analytics and consumer intelligence. The ranking was based on the J.D. Power 2020 U.S. Water Utility Residential Customer Satisfaction Study, which measures customer satisfaction with water utilities in eight geographic regions.
The survey, now in its fifth year, measures satisfaction among residential customers of 90 water utilities. Overall satisfaction is measured by examining 33 attributes in six key factors. Listed in order of importance, these factors include: quality and reliability; price; conservation; billing and payment; communications; and customer service.
Specifically, Orange County Utilities led the nation in customer service and billing and payment options.
“In other areas surveyed, we were strong, but we plan to look at best practices of utilities ranked higher to see where we can continue to improve,” said Tim Armstrong, Orange County Utilities assistant director. “Continuous improvement and quality customer service is what we strive for every day.”
Highest-ranking utilities and scores, by region, are as follows:
- Midwest Large: Illinois American Water (764)
- Midwest Midsize: City of Minneapolis (757)
- Northeast Large: NYC Environmental Protection (778)
- Northeast Midsize: Monroe County Water Authority (774)
- South Large: Gwinnett County (781)
- South Midsize: Orange County Utilities (789)
- West Large: Seattle Public Utilities (764)
- West Midsize: Irvine Ranch Water District (752)
“This reflects the commitment by our entire team to protect and enrich the lives of residents and guests of Orange County,” added Armstrong. “We appreciate the recognition, but we won’t become complacent.”