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Tucson Water ranks low in satisfaction survey, but utility says it's improving

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Posted at 7:39 AM, May 24, 2019
and last updated 2019-05-24 10:40:08-04

TUCSON, Ariz. - Tucson Water has a low customer satisfaction rate, according to a national survey.

According to a J.D. Power survey, the utility ranked 20th out of 24 utilities in the western region.

J.D. Power's 2019 Water Utility Residential Customer Satisfaction Study ranked San Gabriel Valley Water Company (Calif.) No. 1. in the region, with a 749 rating on a 1,000-point scale.

Tucson Water earned a 701 rating, below the average of 715. San Jose Water company ranked last in the region with a 676 rating.

Tucson Water superintendent James MacAdam said Tucson Water's results are improving despite the low rating.

"Investments we've made in adding staff and improving training and technology for our customer service staff are paying off," McAdams said in an email.

"We're getting faster and more responsive, whether it's answering a customer's call or getting their service turned on," Adams said. "This is reflected in the J.D. Power rankings, where our score has improved every year for the past three years. We also know that we have a ways to go in terms of technology. Our customers want faster, easier mobile access to their account, whether it's for paying their bill, learning about rebates, or contacting us with questions. This is something we're very focused on right now, to make improvements over the next year or two. The need to embrace technology to improve customer experience was a theme that came out of this year's J.D. Power survey, not just for Tucson Water, but for water utilities across the nation."