You Told Us What Matters Most

 

Every few years, San Juan Water District asks customers for feedback.

Hearing directly from customers helps us understand what's working well, where we can improve, and what matters most to the people we serve. 

Our most recent survey of more than 500 customers was conducted throughout our retail service area. The results were encouraging and provided valuable insight into what customers expect from their water provider.

The message was clear:

Customers value reliable service, safe drinking water, and responsive customer support.

San Juan Water District serves customers in two ways.

Some customers receive water service directly from SJWD. Others receive water through local water providers that purchase treated water from SJWD and deliver it to their own customers.

Because of that, some topics in this series focus on services provided directly to SJWD retail customers, while others focus on the treatment facilities, infrastructure, water quality programs, and planning efforts that support reliable water service throughout the broader region.

No matter how you receive your water, SJWD plays an important role in helping provide safe and dependable water every day.

When customers were asked about the District's performance, one result stood out.

94% of customers agreed that SJWD does a good job providing a reliable water supply.

That's a number we're proud of because reliable service isn't something most people think about until it's unavailable.

Behind that result are decades of infrastructure investments, ongoing maintenance, water treatment operations, emergency response planning, and employees working every day to keep the system operating smoothly.

Customers also expressed strong confidence in the quality of their water.

The survey found that 86% of customers agreed the water they receive from SJWD is safe to drink.

Protecting water quality begins long before water reaches a home or business.

Every day, water is treated, tested, monitored, and reviewed by trained professionals. SJWD tests water for more than 200 contaminants through daily, weekly, monthly, and annual testing programs.

The goal isn't simply meeting regulations.

The goal is making sure customers can trust the water coming out of their tap.

Water quality and reliability are important, but so is the experience customers have when they contact the District.

The survey showed strong customer service results, with 85% of customers who contacted SJWD reporting they were satisfied with the service they received.

Customers also gave SJWD staff high marks for:

• Professionalism (92%)
• Courtesy (91%)
• Timeliness (87%)
• Competence (84%)
• Knowledge (83%)
• Willingness to help (82%)
• Whether a customer is calling about a leak, water bill, irrigation question, service request, or emergency, those interactions matter.

The survey also asked customers what information they would like to receive more often.
The most common responses were:

• Capital improvement projects and infrastructure investments
• Rates, costs, and billing information
• Water quality and water sources
• Conservation programs and rebates
• If those topics sound familiar, that's intentional.

Those interests are one of the reasons we're continuing the Your Water. Your District. series. Customers told us they want more information about how their water system works, where their dollars are going, and how the District is planning for the future.

We're listening.

Why This Matters to Retail Customers

The survey results confirm that customers continue to place a high value on reliable service, safe drinking water, and responsive customer support. Those priorities guide the decisions we make and the investments we continue to pursue.

Why This Matters to Wholesale Customers

The survey reflects confidence in the treatment facilities, infrastructure, planning, and operational systems that support water reliability throughout the region. Even if SJWD does not send your water bill, the District plays an important role in helping provide the water your community depends on.

Quick Facts

• 85% of customers are satisfied with SJWD's overall service.
• 94% agree SJWD provides a reliable water supply.
• 86% agree SJWD water is safe to drink.
• 85% of customers who contacted customer service were satisfied with the service they received.
• Customers most commonly requested more information about infrastructure projects, rates, water quality, and conservation programs.
• Our goal is to continue providing reliable service while helping customers better understand the people, planning, and investments that make it possible.

Your Water. Your District.

Reliable Water. Responsible Stewardship.