DOING GOOD FOR OUR CUSTOMERS
Customers are at the center of everything we do and every decision we make.
They expect and deserve the highest quality water whenever they need it and we are continually working to improve water quality, affordability and customer experience.
As a water provider, our service is deeply embedded in our customers’ daily lives and is a necessary component to healthy and sustainable living. As a result, we are customer-obsessed.
Water Access & Affordability
Water utilities must strive to supply water that is accessible, affordable and high quality to help ensure human health and welfare.
"Our customers are at the center of everything we do and every decision we make. We want to be the best, and if our customers had a choice as to who serves them, we want them to choose us."
Water Quality & Emerging Contaminants
The quality and safety of the water we provide has a direct impact on our customers and therefore our business; water is the only utility product that we ingest, and we must do everything we can to protect the quality of the water our customers consume.
American Water has low income programs in 12 states
Customer Bill Simplification
Beginning in 2015, we convened a Customer Experience committee and began analyzing the different segments of the business and how they influence customer experiences. In response to customer requests, we spent 2017 and 2018 pursuing bill simplification and resonance.