IRWD is honored again for customer satisfaction

For the third straight year, Irvine Ranch Water District has been honored with J.D. Power’s award for Highest Customer Satisfaction. The award recognizes IRWD as the best midsize water utility in the Western United States, as rated by its customers.

Contributing to the overall first-place finish, the J.D. Power customer survey ranked IRWD No. 1 in five categories central to the District’s core values: quality/reliability, ease of doing business, people, trust, and information provided.

“Providing water these days is all about service,” IRWD General Manager Paul Cook said. “So it is rewarding to hear that our customers appreciate not only the safety and quality of their water, but the service and information our staff provides. I see this as a tribute to the hard work of the IRWD Board and employees, who truly value our customers. I appreciate the trust our customers place in us.”

IRWD received the highest customer satisfaction score of any water utility nationwide, and is the only agency with three straight wins.

The U.S. Water Utility Residential Customer Satisfaction Study, in its ninth year, measures satisfaction among residential customers of 92 agencies that deliver water to populations of at least 400,000. Results are reported in four geographic regions (Midwest, Northeast, South and West) and two size categories (large and midsize).

Overall satisfaction is measured by examining these eight core dimensions (listed in order of importance): information provided; quality and reliability; level of trust; ease of doing business; total monthly costs; people; resolving problems or complaints; and digital channels. This year’s study is based on the responses of 32,833 residential customers and was conducted from June 2023 through March 2024.