Glendale Water & Power (GWP) receives high marks from its customers on how the utility communicates with customers, the level of service it provides, and the reliability of its water system.

According to a recent study conducted by RKS Research and Consulting, an independent research and consulting firm, GWP’s ratings exceed those of a statewide average for water agencies in the California.

“Glendale Water & Power is extremely pleased with these results,” said Glenn Steiger, General Manager of Glendale Water & Power. “This survey demonstrates that our staff is working hard in difficult times to provide excellent service to our customers and our customers are noticing it.”

Glendale Water & Power earned very high marks in satisfying customers, and on being easy to do business with 81 percent of customers saying that GWP provides excellent service. This figure was significantly higher than the state average of 67 percent reported by customers at 112 separate water utilities.

Glendale Water & Power also scored much higher (65 percent) than the state average (30 percent) in communications awareness and outreach. When asked, 65 percent of GWP customers reported seeing and reading GWP advertising and communications from the utility, as opposed to just 30 percent statewide.

Additionally, 72 percent of Glendale customers reported that they often read the GWP newsletter and other materials sent to their homes compared to 56 percent statewide.

“Customer satisfaction is very respectable and GWP’s performance is outstanding on advertising and communications, and customers have a high level of trust in their utility. The bottom line…is that this survey is a very good report card for GWP.”

In additional findings, the survey showed that 75 percent of Glendale customers said they had a “great deal of trust” in their utility, compared to the statewide average of about 69 percent. On a scale of 0-10, GWP scored high among other utilities on providing reliable and adequate supply of water, encouraging customers to conserve and making sure the water is clean and safe. Glendale Water & Power received an average score of 8.6 on all of these questions compared to 8.3, 8.2 and 8.2 respectively when compared to other CA utilities.

The survey, which was conducted in January 2009, was part of a statewide survey of 503 households to measure how customers view 112 public utilities from around California. The Glendale Water & Power results are based on answers provided by GWP’s customers during 100 telephone interviews April 28 – May 5, 2009. RKS recently presented the findings to the GWP Commission and Glendale City Council.

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