Courtesy Louisville Water Company

A satisfaction survey conducted by J.D. Power has ranked Louisville Water Company in first place in the Midwest region, tied with St. Paul, Minn.

The 2018 Water Utility Residential Customer Satisfaction Study looks at 88 utilities, delivering water to a population of at least 400,000 people and is reported in four geographic regions: Midwest, Northeast, South and West.

Overall satisfaction is measured by examining 33 attributes within six factors (listed in order of importance): delivery; price; conservation; billing and payment; communications and customer service.

Kelley Dearing Smith, spokeswoman for Louisville Water Company, said the J.D. Power survey has been going on for three years and that Louisville Water has always fared well.

“But this year, we were just thrilled to see that we got the highest ranking tied with St. Paul,” she said.

While there are a lot of components considered for overall satisfaction, Smith said, the taste of the water is paramount to making customers happy.

“When you talk about quality, I think taste is probably the most important aspect,” Smith said. “The water could be totally safe to drink, but if it doesn’t taste good, people aren’t going to want to drink it. So, we put a lot of effort into making our water taste good.”

According to the survey, among the 30 percent of residential water utility customers nationally who mention a quality problem, 12 percent cite low pressure; 11 percent cite bad taste; 8 percent cite scaling/water hardness; 8 percent cite discoloration; 6 percent cite bad smell; and 4 percent cite high lead/mineral content.

Louisville Water Company is celebrating 21 years as the only water company in the country that has trademarked its water, with Pure Tap. On May 9, the Water Company kicked off a 21-week celebration of the anniversary. Now that it’s 21 years old, “we’re legal,” Smith said. “This city loves its beverages!”

Through June, Louisville Water customers will receive information with their bill on how to view the company’s annual Water Quality Report. The report looks at Louisville Water’s analysis and water quality results during 2017. The Environmental Protection Agency requires public water suppliers to prepare the report, which describes the source and quality of the water it delivers.

Louisville Water says it meets the strict health requirements established by the EPA. Each day, Louisville Water scientists perform an average 200 water quality tests on water throughout the service area, the company said.

Instead of a paper copy being mailed with customers’ bill, a link to the report appears in the message center of the bill. Customers can request a paper copy, or you can view it here.

Louisville Water began as Kentucky’s first public water provider in 1860, and the company pioneered experiments into modern-day water treatment. Its two treatment plants are ranked as two of the top 16 in North America for quality water.

Lisa Hornung a native of Louisville and has worked in local media for more than 15 years as a writer and editor. Before that she worked as a writer, editor and photographer for community newspapers in Kansas, Ohio and Kentucky. She has a bachelor’s degree in journalism from the University of Georgia, and after a 20-year career in journalism, she obtained a master’s degree in history from Eastern Kentucky University in 2016.


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