Using customer feedback for improved water quality and infrastructure monitoring

Abstract

This research found that capture and analysis of customer feedback about water quality, quantity, aesthetics, illness, and security can be an effective early warning system for monitoring water quality, process control, and infrastructure access. Interviews with utility workers and a review of published literature revealed that customers reported more than 82 incidents related to water treatment process failures, system intrusions, and accidental and intentional contamination. However, not every utility has established a comprehensive process for collecting, organizing, storing, tracking, and reviewing customer feedback. The lack of standardized terminology and effective data management limits the potential of customer feedback as a tool for monitoring water quality and alerting the utility to infrastructure concerns. Because they are located throughout the distribution system and are “on call” 24/7, customers can provide an early warning of potential problems. By improving the processes for handling customer complaints and concerns, utilities will gain not only a better understanding of water quality but a valuable resource for safeguarding supplies.