Prince William Service Authority Satisfaction Rates Continue to Rise

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The Prince William County Service Authority has announced that it received high customer satisfaction ratings in a recent survey.

"The Prince William Service Authority works hard each year to enhance its relationship with customers," said Kipp Hanley, representative for the PWCSA. "Based on its annual Customer Service Satisfaction Survey conducted earlier this year, the Service Authority is succeeding."

According to Hanley, the percentage of customers satisfied with their overall service has steadily increased from 85 percent in 2011 to 90 percent in 2013. The satisfaction rating was based on factors ranging from courtesy and helpfulness of employees (95 percent) to upkeep of the water and sewer system (94 percent) to the ease of understanding a bill (91 percent). Also, 91 percent of customers surveyed said they were happy with the taste and clarity of their water.

Another way the Service Authority communicates with its customers, Hanley explained, is through community and school outreach efforts, where 83 percent of those surveyed were satisfied. The Community Relations Department will give nearly 50 presentations to schools and community groups this year, promoting the Service Authority as a water and wastewater utility that prides itself on efficiency and stewardship of the environment.

“We continue to be pleased with the annual customer satisfaction survey results and that the overwhelming majority of respondents feel they are receiving high quality service at a good value,” said Director of Finance Astrid Nelson.

The survey was conducted by telephone and based on a random sampling of customers.

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