Clear Communication Shown to Instill Confidence Among Customers
As you work through all the changes COVID-19 has brought upon us, don’t skimp on communication with your customers. A recent survey by the American Water Works Association (AWWA) shows that consumers who recall receiving communication from their water utility in the last year are more satisfied with their water than those who do not recall hearing from their water company. They are also more likely to rate their water quality as “excellent,” and perceive their water as safer.
Despite the fact that utilities are required to provide annual reports on water quality to consumers each year by mail or online, only 28% of respondents served by a water utility recalled receiving any communication from their water utility.
“It seems clear that consistent communication from utilities is key in strengthening public trust in tap water,” AWWA President Melissa Elliott said. “We need to do a better job of reaching water consumers in ways that are meaningful to them, listening to their concerns and communicating through the channels they prefer.”
PeopleService has been on social media for more than a few years now. This is one way we keep in touch with citizens of the communities we serve, delivering fun facts on water and wastewater, providing helpful tips and featuring our dedicated team. As you expand your communication reach, plan to over communicate to your customers, and follow PeopleService in social media. We’ll be pleased to tell your story here.