WaterSmart Reduces Costs & Increases Satisfaction Ratings By 36%

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An in-house survey of customers has found that WaterSmart increased water utility satisfaction ratings by 36%.

WaterSmart is a “leading water utility customer engagement platform” working with United States water utilities to better communicate with residential customers, helping them save water, energy, and money, while also making life easier for utilities. Water utilities and suppliers also receive analytics that shine a light on water consumption and program participation trends.

In a recent survey conducted by WaterSmart, polling 14,366 customers of those water utilities using the WaterSmart program, they found that WaterSmart is responsible for a 36% increase in favorability ratings across utility customers, and that the company’s customer engagement platform also produces significant benefits for utility customers, such as:WaterSmart-2

  • 86% of utility customers agree that WaterSmart makes it easier to understand water use
  • 66% of utility customers agree that WaterSmart makes it easier to save money on their water bills

“Traditionally our only communications with customers have been through bills and occasional bill inserts,” said Tim Guster, VP and general counsel of Great Oaks Water Company. “But to reach our customers with important information, we needed a new way to communicate and engage with our customers. WaterSmart provided us with exactly what we needed, when we needed it. Now, through WaterSmart Water Reports, we are informing, educating, and engaging with our customers better than ever before. The results, especially our improved customer relations, are nothing short of excellent.”

WaterSmart-1“WaterSmart harnesses the power of big data and behavioral science to help utilities better engage with their customers,” the company said in a recent press statement, in which it highlighted the results of the survey. WaterSmart uses its information to provide customers with information that allows them to make smart choices and keep them in the loop — if there are leaks, potential rebate programs available to them, and general water usage stats. On the other side of the equation, WaterSmart also provides utilities with added information which allow them to make better decisions about rates, supply, and infrastructure.

“Water utilities can no longer simply be the silent service providers of the past,” said Robin Gilthorpe, CEO of WaterSmart. “Population growth, climate change and aging infrastructure are intensifying pressures on water utilities to ensure a reliable supply of clean water. Utilities are finding that community engagement is essential to address these new challenges and drive their agenda forward.”


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Joshua S Hill

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