You continue to be satisfied with Denver Water, and you’d likely recommend us to a friend.
But you still have questions — and some complaints.
Those are the biggest lessons from a spring 2017 customer survey that Denver Water conducted to help understand and improve customers’ experience with us. We mailed 16,000 surveys and received 1,432 back, an industry-standard response rate.
Overall, 92 percent of people surveyed are satisfied with Denver Water, which is steady as compared to the previous survey in 2015. They’re satisfied with our services and believe we provide a valuable product for the rate paid. They believe we have a reliable source of supply and high-quality drinking water. And nine out of 10 customers regularly drink tap water instead of bottled water.
Yet the survey also gave us pause. Data suggest customers are a bit skeptical about the rate structure and water treatment process. They want more information about the regional effects of climate change on water supply and demand. And though they think crews that work in the streets are professional and courteous, they’re frustrated with the disruptions caused by pipe replacement, maintenance and emergency repairs.
We could do better. And we will.
“We owe it to our customers to make improvements and provide the best service possible,” said Lyndsay Schulz, the customer relations manager who oversaw the survey. “It’s the right thing to do.”
Survey respondents were given space to leave comments, and it was clear they had the crisis in Flint, Michigan, on their minds, leaving remarks about water quality worries and asking for more information about how water is treated in Denver. Several others mentioned rates, commenting that they’re confusing or too high.
In the coming weeks, Denver Water will assemble a team to comb through the results and decide how to take on the challenges — improving communication and education about rates, treatment processes and climate change, as well as helping street crews ease the burden of construction work.
“We’re customers too,” Schulz said. “We’re proud of what we do, but we know there is room for improvement.”