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Nov 09, 2022 97 likes •210 views

Changing customers expectations Changing customers expectations in the water industry in the water industry Scott J. Rubin Public Utility Consulting 3 Lost Creek Drive Selinsgrove, PA 17870 (717) 743-2233 Water customers want

SLIDE 1

Changing customers’ expectations Changing customers’ expectations in the water industry in the water industry

Scott J. Rubin Public Utility Consulting 3 Lost Creek Drive Selinsgrove, PA 17870 (717) 743-2233

SLIDE 2

Water customers want … Water customers want …

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SPAM? SPAM?

NSafety NParticipation NAffordability NManagement

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Safety Safety

“What is the most important thing you want your local water utility to do or to provide?”

Source: Hurd, Consumer Attitude Survey on Water Quality Issues (AWWARF 1993)

Safe, clean water 74% Customer service 5% All other 15% Reasonably priced water 6%

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Participation Participation

Source: Hurd, Consumer Attitude Survey on Water Quality Issues (AWWARF 1993)

“How much more input should the public have in decisions made by the local water utility?”

A lot more A little more Have enough Don't know 0% 10% 20% 30% 40% 50% 60% A lot more A little more Have enough Don't know Public Utilities

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Affordability Affordability

< 100 100-500 500-1,000 1-10,000 10-100,000 > 100,000 0% 5% 10% 15% 20% < 100 100-500 500-1,000 1-10,000 10-100,000 > 100,000

Percent of customers in Pa. paying more than 2%

f household income for water

(Investor-owned systems, by system size)

Source: Rubin, Are water rates becoming unaffordable?, JAWWA Feb. 1994

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Management Management

“How much does your water utility care about …”

(1 = Doesn’t care at all; 5=Cares a great deal)

Source: Hurd, Consumer Attitude Survey on Water Quality Issues (AWWARF 1993)

Making money Image W ater quality Service Environment Customers Informing customers 4.1 3.7 3.6 3.6 3.4 3.3 2.9

1.0 1.5 2.0 2.5 3.0 3.5 4.0 4.5 5.0

Making money Image W ater quality Service Environment Customers Informing customers

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You can’t get

SPAM

without the

CAN

SLIDE 9

CAN? CAN?

NCommission NAction NNeeded

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What CAN a Commission do? What CAN a Commission do?

N Link rates to quality & safety of service N Expand ability of customers to participate N Protect low-income water customers N Look at how utilities treat their customers