Orange County Utilities Recognized with Prestigious J.D. Power Award

Community & Services

Top marks in their category for conservation, communications, billing & payment, and pricing

Orange County Utilities accepted an award from J.D. Power for Best Customer Satisfaction across Southern, midsized water companies. Based on customer surveys that track several key metrics, the awards recognized Orange County Utilities for its communications, conservation efforts, customer service, pricing, and billing & payment process.

The rankings come as part of a comprehensive, national report issued annually by J.D. Power. Orange County Utilities customers gave the department the highest mark for pricing among comparably sized organizations in their region. Many of the customers surveyed stated that they were pleased or delighted with the services they received.

“It’s wonderful to see our commitment to our customers recognized among midsize utilities in the South,” Ed Torres, Director of Orange County Utilities, said. “Our staff – from field representatives to engineers  work hard to bring value and serve customers at the highest standard possible. That dedication is truly evident in these study results.”

J.D. Power is well-known as a pioneer in using big data, artificial intelligence, and algorithmic modeling capabilities to understand consumer behavior. The organization has delivered incisive industry intelligence on customer interactions with brands and products for over 50 years. The organization collected customer feedback on 90 utility agencies across eight geographic regions for their water utility study.

Orange County Utilities scored higher than the other 20 water utilities in the South midsized segment and obtained the highest scores in the categories of Billing & Payment, Conservation, Communication, and Pricing in the industry.

“We’re honored to recognize Orange County Utilities for their high level of service,” John Hazen, J.D. Power Representative, said. “The survey and corresponding award tell the story of how these providers serve their customers. Orange County Utilities customers speak highly of the services they receive year after year.”

J.D. Power also recognized Orange County Utilities for its excellence among Southern midsized water providers in 2020.

Orange County Utilities provides water services to 574,000 residents and requires hundreds of specialized employees across multiple divisions. In 2021, Utilities staff:

– Assisted nearly 350,000 customer service calls
– Served 16,000 walk-in and drive-thru customers
– Managed 1,974 miles of water mains
– Produced 64 million gallons of water daily
– Conducted 350,000 water quality lab tests
– Maintained 11,300 fire hydrants

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