At American Water, people are the foundation of our success. When we reduce safety incidents, sustain and modernize our infrastructure to deliver safe and reliable water, provide an excellent customer experience and strive to make American Water a place where everyone’s differences are celebrated, we are living our vision and values.

Customers & Workforce Goals

Customer Satisfaction

We are committed to delivering the best customer experience, setting our goal to achieve top customer satisfaction. Our service quality and ability to satisfy our customers are closely tied to the trust our customers extend to us each day.

A quarterly survey is conducted by a third-party firm of random regulated water and wastewater customers, and the results are based on the number of states in the top quartile of the survey.

Safety

Our goal is zero injuries. We strive to foster a work environment that promotes emotional safety, a healthy lifestyle and being physically safe while at work and home. Every day, our employees should return home in the same or better condition as when they came to work. We all benefit when everyone involved with our organization is healthy and safe.

Progress is measured by tracking both the Serious Injury Incidence Rate (“SIIR”) and the Days Away, Restricted or Transferred (“DART”) Severity Rate.

People

We are committed to an inclusive workforce where our employees bring experiences and perspectives to assist with the needs of our customers and communities.

Progress is measured by tracking the percentage of female representation and racial/ethnic diversity representation based on voluntary self-identification.

Our Annual Performance Plan (APP), which provides for at-risk cash compensation to be paid to American Water employees upon the achievement of stated short-term annual business objectives, is aligned with our commitment to sustainability principles. Performance measures and other mandatory training requirements for 2025 APP eligibility included the following:

  • Drinking Water Quality and Program Compliance
  • Customer Satisfaction, Employee Safety and Employee Representation
  • Code of Ethics program requires completion of a training module in order for an employee to be eligible to receive an APP payout