Miami-Dade Water and Sewer Department ranks #1 in Customer Satisfaction for Large Water Utilities in the Southern Region by J.D. Power

graphic image with award and sky view of water plant

 

As the largest water and sewer utility in the southeastern United States, the Miami-Dade Water and Sewer Department (WASD) serves the residents of Miami-Dade County 24 hours a day. We live in the communities we serve and we are committed to the continuous improvement of our services and further enhancing customer experiences, so we maintain our position as a leader in the water utility industry.

 

image of left quotation markCongratulations to the Miami-Dade Water and Sewer Department on this remarkable achievement," said Miami-Dade County Mayor Daniella Levine Cava. "Ensuring that safe, reliable drinking water is only a faucet away is a significant task for a community our size. Our WASD team is making sure that all residents can access both a high-quality service and the compassionate customer service they deserve. image of right quotation mark

Photo of Mayor Levine-Cava and Director Roy Coley

 

image of left quotation markThis accomplishment is a testament to our unwavering dedication to providing exceptional customer service," said WASD Director Roy Coley. "We have listened to our customers, made strategic investments, and implemented comprehensive initiatives to ensure their satisfaction. image of right quotation mark

Ranked #1 in Customer Satisfaction in the Region for Two Consecutive Years

WASD has been ranked as the number one large water utility in the South Region for customer satisfaction, for the second consecutive year. This prestigious recognition was awarded by industry-leading market research firm, J.D. Power. Miami-Dade was a leader in their region not only increasing their score by 20 points this year, but also taking the top spot among their competitors in five of the six key study factors, which include:

  • Quality and Reliability: Through the department’s $7.8 billion Capital Improvement Program (CIP), WASD has made significant investments in infrastructure upgrades and maintenance programs to improve service reliability. By proactively addressing issues such as pipe leaks, system maintenance, and water pressure optimization, the department has enhanced overall reliability for customers.
  • Billing and Payment: WASD wants customers' bill paying experience to be as easy as filling a glass of water from the faucet – available around the clock, day, or night. Customers can pay their bills online 24/7 by logging onto the website and using either their bank account or a credit card. They can further enhance their experience and convenience by enrolling in automatic bill pay. 
  • Communications: WASD is committed to transparent communication to keep their customers up-to-date regarding department projects, programs and news and accomplishes this by utilizing various mediums to ensure that every effort is made to reach residents to increase customer confidence and satisfaction.
  • Price: While implementing CIP improvements, we must still ensure that rates remain competitive for customers. Our rates were recently assessed as being affordable for approximately 84 percent of the service area’s population and we will continue to look for ways to manage department finances and act as good financial stewards of our ratepayers’ investments.
  • Conservation: Through department managed rebate programs and the implementation of infrastructure improvements, WASD is steadfast in its role as good stewards of our natural resources and protecting the environment. 

About the award: Miami-Dade County received the highest score in the South Large segment of the J.D. Power 2022 and 2023 U.S. Water Utility Residential Customer Satisfaction Studies of customers’ satisfaction nationally among water customers in the U.S. Visit jdpower.com/awards for more details.
image collage of water and sewer people at work