GITNUXREPORT 2025

Customer Experience In The Water Industry Statistics

Water utilities prioritize customer experience through digital tools, communication, and feedback.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

65% of water utilities have implemented or plan to implement digital channels for customer communication

Statistic 2

78% of water customers expect real-time updates on water service disruptions via mobile apps or websites

Statistic 3

60% of water utilities cite customer engagement as a key driver for digital transformation initiatives

Statistic 4

83% of water consumers prefer online bill payments over traditional methods

Statistic 5

Only 45% of water utilities currently use customer feedback to drive service improvements

Statistic 6

58% of water utilities report a need for better digital tools to enhance customer experience

Statistic 7

50% of water utility customers want more proactive communication about water outages and repairs

Statistic 8

48% of water utilities see customer data analytics as vital for improving service delivery

Statistic 9

74% of water customers expect 24/7 support options

Statistic 10

80% of water customers prefer receiving personalized communication based on their usage patterns

Statistic 11

67% of water utilities use social media to communicate with customers

Statistic 12

90% of water utilities plan to increase investment in customer experience initiatives over the next 3 years

Statistic 13

53% of water customers are unaware of the digital tools available for managing their water accounts

Statistic 14

76% of water utilities believe that improving customer experience can lead to reduced operational costs

Statistic 15

69% of water consumers want direct access to real-time water quality data

Statistic 16

87% of water customers consider effective communication as critical during water emergencies

Statistic 17

42% of water utility employees believe that customer experience enhancements are more critical than infrastructure upgrades

Statistic 18

64% of water utilities have experienced increased feedback from customers after implementing digital communication channels

Statistic 19

49% of water customers prefer receiving alerts via SMS over email or phone

Statistic 20

77% of water utilities use customer segmentation to personalize interactions

Statistic 21

55% of water utility customers want the option to schedule service appointments online

Statistic 22

68% of water utilities plan to implement AI-powered chatbots to handle routine customer queries

Statistic 23

59% of water consumers prioritize transparency on water source and treatment processes

Statistic 24

73% of water utilities believe that investing in customer experience can improve operational resilience

Statistic 25

54% of water customers want to access real-time water quality data via mobile apps

Statistic 26

85% of water utilities view customer feedback as essential for continuous service improvement

Statistic 27

69% of water consumers have increased engagement due to targeted digital marketing campaigns

Statistic 28

63% of water utilities have developed dedicated customer experience teams to focus on service quality

Statistic 29

52% of water utilities report that integrating customer feedback into strategic planning significantly improves service delivery

Statistic 30

61% of water customers find mobile notification alerts helpful during water outages

Statistic 31

74% of water utilities plan to enhance their digital customer experience in the next 2 years

Statistic 32

86% of water customers prefer interactive online portals to manage their accounts over traditional customer service calls

Statistic 33

48% of water utilities have reported an increase in customer complaints related to inadequate communication during outages

Statistic 34

70% of water customers see value in proactively receiving water conservation tips via digital channels

Statistic 35

59% of water utilities use customer journey mapping to improve service touchpoints

Statistic 36

80% of water customers expect a single point of contact for all service inquiries

Statistic 37

77% of water consumers want access to their water consumption data to monitor usage and detect leaks

Statistic 38

58% of water utilities cite lack of audience-specific communication channels as a challenge to customer experience enhancement

Statistic 39

82% of water customers prefer digital communications for billing, outages, and service updates

Statistic 40

85% of water utilities report that customer satisfaction is a top priority for their organization

Statistic 41

72% of water consumers are willing to pay more for improved water quality and service

Statistic 42

70% of water utility customers would switch providers for better service quality

Statistic 43

55% of water customers have experienced delays in customer service response times

Statistic 44

24% of water customers would consider switching if they received poor customer service

Statistic 45

92% of water consumers believe transparency about water quality and outages boosts trust

Statistic 46

85% of water utilities report that customer satisfaction surveys lead to actionable improvements

Statistic 47

65% of water utilities have experienced an increase in customer complaints related to billing errors

Statistic 48

66% of water consumers are frustrated with the lack of digital self-service options

Statistic 49

41% of water customers cite poor communication as a main reason for dissatisfaction

Statistic 50

62% of water utilities have integrated customer experience metrics into their operational KPIs

Statistic 51

56% of water utilities experience difficulty in collecting comprehensive customer feedback

Statistic 52

71% of water utility customers would participate in programs that incentivize water conservation if communicated effectively

Statistic 53

59% of water utilities report a positive correlation between customer satisfaction and conservation efforts

Statistic 54

73% of water utilities believe that customer experience improvement is essential for regulatory compliance

Statistic 55

81% of water consumers feel that quick resolution of issues positively influences their overall satisfaction

Statistic 56

44% of water companies have experienced a rise in customer complaints related to digital service issues

Statistic 57

51% of water customers would pay a premium for smart water meters that provide detailed usage insights

Statistic 58

85% of water utilities have seen a measurable increase in customer satisfaction after deploying digital communication platforms

Statistic 59

62% of water customers have concerns about data privacy when digital water services are introduced

Statistic 60

47% of water customers have experienced issues with digital account access

Statistic 61

79% of water utilities are investing in staff training to improve customer service skills

Statistic 62

84% of water customers believe that having multiple contact options increases their overall satisfaction

Statistic 63

73% of water customers are willing to share their data in exchange for better personalized services

Statistic 64

84% of water utilities consider customer satisfaction scores as key metrics for evaluating service quality

Statistic 65

58% of water utilities identify lack of digital skills among staff as a barrier to improving customer experience

Statistic 66

60% of water utilities recognize digital literacy as a barrier to customer engagement

Statistic 67

53% of water utilities have experienced delays in implementing customer experience improvements due to budget constraints

Statistic 68

63% of water utilities have adopted or are planning to adopt IoT solutions for improving customer service

Statistic 69

59% of water utilities report that lack of digital infrastructure is a major obstacle to enhancing customer experience

Statistic 70

65% of water utilities report that digital transformation has improved reporting accuracy of customer issues

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Sources

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Key Highlights

85% of water utilities report that customer satisfaction is a top priority for their organization
72% of water consumers are willing to pay more for improved water quality and service
65% of water utilities have implemented or plan to implement digital channels for customer communication
78% of water customers expect real-time updates on water service disruptions via mobile apps or websites
60% of water utilities cite customer engagement as a key driver for digital transformation initiatives
83% of water consumers prefer online bill payments over traditional methods
Only 45% of water utilities currently use customer feedback to drive service improvements
70% of water utility customers would switch providers for better service quality
55% of water customers have experienced delays in customer service response times
58% of water utilities report a need for better digital tools to enhance customer experience
24% of water customers would consider switching if they received poor customer service
63% of water utilities have adopted or are planning to adopt IoT solutions for improving customer service
50% of water utility customers want more proactive communication about water outages and repairs

With 85% of water utilities prioritizing customer satisfaction and over 90% of consumers valuing transparency and real-time updates, it’s clear that embracing digital transformation is revolutionizing customer experience in the water industry—yet many organizations still face significant hurdles in fully meeting customer expectations.

Customer Engagement and Preferences

65% of water utilities have implemented or plan to implement digital channels for customer communication
78% of water customers expect real-time updates on water service disruptions via mobile apps or websites
60% of water utilities cite customer engagement as a key driver for digital transformation initiatives
83% of water consumers prefer online bill payments over traditional methods
Only 45% of water utilities currently use customer feedback to drive service improvements
58% of water utilities report a need for better digital tools to enhance customer experience
50% of water utility customers want more proactive communication about water outages and repairs
48% of water utilities see customer data analytics as vital for improving service delivery
74% of water customers expect 24/7 support options
80% of water customers prefer receiving personalized communication based on their usage patterns
67% of water utilities use social media to communicate with customers
90% of water utilities plan to increase investment in customer experience initiatives over the next 3 years
53% of water customers are unaware of the digital tools available for managing their water accounts
76% of water utilities believe that improving customer experience can lead to reduced operational costs
69% of water consumers want direct access to real-time water quality data
87% of water customers consider effective communication as critical during water emergencies
42% of water utility employees believe that customer experience enhancements are more critical than infrastructure upgrades
64% of water utilities have experienced increased feedback from customers after implementing digital communication channels
49% of water customers prefer receiving alerts via SMS over email or phone
77% of water utilities use customer segmentation to personalize interactions
55% of water utility customers want the option to schedule service appointments online
68% of water utilities plan to implement AI-powered chatbots to handle routine customer queries
59% of water consumers prioritize transparency on water source and treatment processes
73% of water utilities believe that investing in customer experience can improve operational resilience
54% of water customers want to access real-time water quality data via mobile apps
85% of water utilities view customer feedback as essential for continuous service improvement
69% of water consumers have increased engagement due to targeted digital marketing campaigns
63% of water utilities have developed dedicated customer experience teams to focus on service quality
52% of water utilities report that integrating customer feedback into strategic planning significantly improves service delivery
61% of water customers find mobile notification alerts helpful during water outages
74% of water utilities plan to enhance their digital customer experience in the next 2 years
86% of water customers prefer interactive online portals to manage their accounts over traditional customer service calls
48% of water utilities have reported an increase in customer complaints related to inadequate communication during outages
70% of water customers see value in proactively receiving water conservation tips via digital channels
59% of water utilities use customer journey mapping to improve service touchpoints
80% of water customers expect a single point of contact for all service inquiries
77% of water consumers want access to their water consumption data to monitor usage and detect leaks
58% of water utilities cite lack of audience-specific communication channels as a challenge to customer experience enhancement
82% of water customers prefer digital communications for billing, outages, and service updates

Customer Engagement and Preferences Interpretation

As water utilities increasingly embrace digital channels—driven by 78% expecting real-time outage updates and 87% believing effective communication is critical during emergencies—it's clear that modernizing customer experience is not just about streamlining billing or social media presence, but about transforming service resilience and customer engagement; however, with only 45% leveraging customer feedback for improvements, there's still significant untapped potential to turn digital tools into true hydrants of trust and efficiency in the water industry.

Customer Willingness and Satisfaction

85% of water utilities report that customer satisfaction is a top priority for their organization
72% of water consumers are willing to pay more for improved water quality and service
70% of water utility customers would switch providers for better service quality
55% of water customers have experienced delays in customer service response times
24% of water customers would consider switching if they received poor customer service
92% of water consumers believe transparency about water quality and outages boosts trust
85% of water utilities report that customer satisfaction surveys lead to actionable improvements
65% of water utilities have experienced an increase in customer complaints related to billing errors
66% of water consumers are frustrated with the lack of digital self-service options
41% of water customers cite poor communication as a main reason for dissatisfaction
62% of water utilities have integrated customer experience metrics into their operational KPIs
56% of water utilities experience difficulty in collecting comprehensive customer feedback
71% of water utility customers would participate in programs that incentivize water conservation if communicated effectively
59% of water utilities report a positive correlation between customer satisfaction and conservation efforts
73% of water utilities believe that customer experience improvement is essential for regulatory compliance
81% of water consumers feel that quick resolution of issues positively influences their overall satisfaction
44% of water companies have experienced a rise in customer complaints related to digital service issues
51% of water customers would pay a premium for smart water meters that provide detailed usage insights
85% of water utilities have seen a measurable increase in customer satisfaction after deploying digital communication platforms
62% of water customers have concerns about data privacy when digital water services are introduced
47% of water customers have experienced issues with digital account access
79% of water utilities are investing in staff training to improve customer service skills
84% of water customers believe that having multiple contact options increases their overall satisfaction
73% of water customers are willing to share their data in exchange for better personalized services
84% of water utilities consider customer satisfaction scores as key metrics for evaluating service quality

Customer Willingness and Satisfaction Interpretation

Despite nearly unanimous acknowledgment that customer satisfaction is crucial, water utilities find themselves caught between a rising tide of customer expectations for digital transparency, prompt service, and personalized engagement—and the ongoing challenge of delivering consistent, high-quality service that retains loyalty and trust.

Digital Literacy and Communication Preferences

58% of water utilities identify lack of digital skills among staff as a barrier to improving customer experience
60% of water utilities recognize digital literacy as a barrier to customer engagement

Digital Literacy and Communication Preferences Interpretation

Despite the clear acknowledgment that digital skills are crucial, over half of water utilities still see a digital knowledge gap as a barrier, highlighting that the water industry’s pipeline to customer satisfaction remains clogged with outdated expertise.

Operational Challenges and Delays

53% of water utilities have experienced delays in implementing customer experience improvements due to budget constraints

Operational Challenges and Delays Interpretation

Over half of water utilities are still waiting for their cash flow to drip into customer experience upgrades, highlighting that budget constraints continue to flush out progress in the sector.

Utility Technological Adoption and Planning

63% of water utilities have adopted or are planning to adopt IoT solutions for improving customer service
59% of water utilities report that lack of digital infrastructure is a major obstacle to enhancing customer experience
65% of water utilities report that digital transformation has improved reporting accuracy of customer issues

Utility Technological Adoption and Planning Interpretation

While over half of water utilities are leveraging IoT to boost customer service, the struggle with inadequate digital infrastructure remains a key obstacle, yet those who have embraced digital transformation are reaping benefits in more accurate reporting—highlighting that progress in the water industry hinges on bridging the digital divide.