Drinking Water Safety Concerns Rise Among U.S. Water Utility Customers

A recent survey reveals that a significant 41% of U.S. water utility customers have concerns about the safety of their drinking water. This finding comes from the J.D. Power 2024 U.S. Water Utility Residential Customer Satisfaction Study, highlighting a critical issue in the water utility industry.

One key insight from the survey is that customer satisfaction significantly improves when customers are aware of their utility’s efforts to maintain safe water supplies. It also found that proactive communication is the single most important step water utilities can take to boost customer satisfaction. When customers believe their utility is doing a good job maintaining its water infrastructure, satisfaction scores rise dramatically. However, many utilities are not engaging in proactive and transparent communication with their customers.

Additional Challenges Eroding Trust

Increasing costs of water combined with frequent safety alerts, supply shortages, and increasing awareness about PFAS contamination has challenged customer confidence in local water utilities. And despite the increasing awareness of PFAS, only 2% of customers recall receiving any communication from their utility about this issue.

The Importance of Proactive Communication

Proactive communication is crucial for building customer trust and satisfaction. The study found that when customers are informed about the efforts utilities are making to maintain infrastructure, satisfaction scores increase significantly. However, water utilities currently meet this key performance indicator only 87% of the time. Moreover, despite growing concerns about PFAS contamination, only 2% of customers recall receiving any communication from their utility regarding this issue.

Building Trust with Yoppify

At Yoppify, we understand the vital role of effective communication in building trust and satisfaction among utility customers. Our platform empowers agencies to communicate proactively with residents, providing timely updates on water safety measures, infrastructure projects, and responses to contamination concerns. With Yoppify, utilities can keep customers informed and confident about the safety of their drinking water.

Here are some examples of how agencies are using Yoppify to enhance communication:

  • Richfield City proactively updates residents using the Yoppify platform about infrastructure repairs and routine maintenance schedules. This transparency leads to an increase in customer trust and satisfaction.

  • Leveraging Yoppify’s platform, Grand Water & Sewer Services Agency sends out water quality reports, ensuring residents feel safe and informed.
  • Mt. Pleasant City uses Yoppify to notify residents about water conservation programs, fostering a community-focused approach to water management.


The findings from the J.D. Power study highlight a clear need for improved communication and transparency from water utilities. As the cost of water services continues to rise and concerns about water safety persist, it is more important than ever for utilities to engage proactively with their customers. Yoppify offers the tools and solutions necessary to bridge the communication gap, build trust, and enhance customer satisfaction.

For more information about how Yoppify can help your utility proactively communicate with residents and build trust, contact us.

Published On: May 30th, 2024 / Categories: Communication Strategy, Uncategorized /

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