At American Water, people are the foundation of our success. We bring our vision and values to life by reducing safety incidents, sustaining and modernizing infrastructure to deliver safe, reliable water, providing an excellent customer experience,
and fostering a workplace where differences are valued and celebrated.

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 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 goals
  • Customer Satisfaction, Employee Safety and People goals
  • Completion of an annual Compliance and Ethics Department training module