Customer Survey: DMWW will conduct a Voice of the Customer survey to listen and learn from our customers

Periodically, Des Moines Water Works formally surveys its customers to measure satisfaction and perceptions about our service. Des Moines Water Works will conduct a Voice of the Customer (VOC) survey to listen and learn from our customers.

Customers will be randomly selected to participate in the survey and could be contacted by independent research firm, SPPG+Essman Research.  The survey project includes small focus groups, phone and email surveys during the months of May, June and July. Results from the survey will provide information to the Board of Water Works Trustees, DMWW management team and the utility’s employees about overall customer satisfaction, community perception, payment and communication preferences, customer education and outreach, and future goals for DMWW. If you are contacted by the research firm, please consider joining the conversation.

The Voice of the Customer survey was last completed in 2014. The upcoming survey will help DMWW incorporate several values that were identified during the utility’s year-long strategic planning process, including: Customer Experience, Diversity and Inclusion, One Team and Leadership.