Customer Satisfaction

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Our customers consistently give us high marks for water quality, reliability, customer service, and the responsiveness of our friendly, professional staff. We’re proud to carry an average overall customer satisfaction score above 90%.

We frequently survey our customers and stakeholders, including our quarterly customer satisfaction survey. These are important tools to help us objectively assess the quality of service and identify ways to serve customers better.

See our latest results.


WaterOne Employee Alerts Residents To House Fire

WaterOne Electrician Jesse Segura was on his way to work at the Missouri Intake facility on Monday, November 20th. It was a little before 8 am, and as he drove through a nearby neighborhood, he saw flames and a lot of smoke coming from the roof of a residence. 

"There was one person moving around inside the house, but he didn't seem to notice that anything was happening," Jesse said. "So I stopped my vehicle and yelled at him that his house was on fire! Four people got out of the house, and then they remembered that they had a guest who was still sleeping in the basement. They kicked down the door and yelled at him to wake up, and he was able to get out too."

The residents called 911 and the fire department quickly arrived to put out the fire, which they discovered had started due to faulty wiring. There was quite a bit of smoke damage to the house, but the outcome could have been much worse if Jesse hadn't noticed the fire and alerted them when he did. 

"It goes without saying that these residents greatly appreciated Jesse's efforts and willingness to help," said Jesse's supervisor Darren Dockery.

More Kudos

This thank you note is for all the WaterOne workers and contractors who did the work along Somerset. Every one was courteous and kind and helpful, and we very much appreciate that as well as the water line improvements.
~ The Sadas, Prairie Village [WaterOne crew: Dale Jaccard, Brent Huber, Brad Myers, and Boyd Engelhardt]


WaterOne sent a crew within an hour. After four hours, the main was repaired and the mess cleaned up. ... There was no damage to our driveway. I want to let the Board know that this crew was amazing. They were congenial and informative, every time I went out to ask a question. They had a hot, dirty job to finish before the weekend, and they did it efficiently without any complaining that I heard. I hope they get a big thank you from their supervisors. ... Thank you for everything.
~ Elizabeth L. 


Thank you to WaterOne employee, Conner S., for coming to our aid on a bitter cold Sunday evening to help us stop a huge leak at our home! You were very helpful and pleasant to work with!
~ Katie H., Prairie Village


Your letter of advice [about water lines warranties] evidenced a concern for your customers which is greatly appreciated by this quite elderly lady.
~ Ethel C., Overland Park


I rarely write a letter to complain and never write a letter to praise but I keep thinking of what a great job your crew did for us … Great  service! 
~ Ken A., Lenexa


In this day and age, 90 minutes from first call to completion is phenomenal! Kudos to WaterOne and the quality service their employees provide!!! 
~ The Rices, Shawnee


Just a note about WaterOne. They are fantastic. Woke up this morning with water coming down my driveway and into my basement. Everyone I talked to from WaterOne was very professional and help me in every way possible. Lost my driveway but they fixed the problem. Please forward this to the people that need to know. The guys that showed up were on it and made it happen so the neighbors had water ASAP. WaterOne is a great company with fantastic employees.
~ Stoney B.


On the afternoon of Thursday, October 31st, I discovered an unusual water leak at the corner of my driveway near the road. Once it was determined to be a waterline break, a crew from WaterOne was dispatched. The WaterOne team efficiently went about the work of diagnosing the problem and fixing it. The WaterOne crew was friendly and they took time to explain what they needed to do. The team was respectful of my property and explained that repairs to my lawn and driveway would be made following the repair. The crew worked effectively together and cooperated well from beginning to end of the repair. A follow-up crew returned the next day to hose-down the driveway and street… as promised. It was refreshing to have such a positive experience with a municipal crew … outstanding customer service.
~ Charles L., Lenexa


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