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Articles by Matthew Junker
What Can Effective Communications Do for Your Utility?
Communications What Can Effective Communications Do for Your Utility? First published: 13 February 2025 No abstract is available for this article.
AWWA Consumer Survey Links Customer Trust and Utility Communication
Layout imagery by Tatevosian Yana/Shutterstock.com Now in its third year, AWWA's Public Perceptions of Tap Water survey was completed in October 2022. Developed by AWWA and its partner Morning Consult, the survey collected data from nearly 2,000 US adult water utility customers, and the results are posted on the Value of Water webpage (https://news.awwa.org/Value-of-Water).
Public Perceptions of US Tap Water: Year 2
AWWA's 2020 Public Perceptions of Tap Water survey (henceforth Perceptions of Tap Water) detailed the high overall opinion that US public water system customers have for their tap water (Junker & Carpenter 2021). AWWA revisited the survey in June 2021 and expanded on it to start developing trend lines for key questions and to understand if and how customer perceptions were changing.
Improving Public Perceptions of Tap Water
When AWWA set out to poll a US audience about their confidence in tap water, it did so because there was concern about perceptions among water customers. Had the national regard for public water supplies been tainted by the issues that surfaced with the 2014 lead contamination in Flint, Mich., and awareness campaigns of activist organizations?
Maps Make a Difference in Customer Relations
Communications Maps Make a Difference in Customer Relations First published: 02 July 2020 No abstract is available for this article.
Use Water Science to Bolster Customer Appreciation
Water utilities depend on customer support for a wide range of initiatives, from new budgets to special projects that require additional charges. Customers who are favorably impressed with a water utility are most likely to support increased service charges when they're required. Also, where there are good public relations, customers will be more tolerant of problems such as temporary tastes and odors, voluntary conservation measures, or repairs that require service disruptions.
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