The results of MPW’s seventh customer survey since 1993 are mostly positive.  Some of the answers shed light on weaknesses which MPW will work to strengthen.

According to Dr. Arthur Felts of the Riley Institute at the College of Charleston, “The findings are notable for their consistency across the years-by and large, it is evident that Mount Pleasant Waterworks continues to provide what is perceived to be a high quality product at an affordable price.”

Mount Pleasant Waterworks established a new high benchmark for overall customer approval of the job it is doing.  Average rankings on a scale of 1-10 (with 10 being ‘excellent’ and 1 being ‘very poor’) were 8.56 with a mode of 9 on this measure. In addition, more than three quarters of the respondents think their water tastes either ‘very good’ or ‘good’.  

“This is exciting news for our 140 employees and we will continue to work hard to earn our customers approval,” commented General Manager Clay Duffie. “Providing high quality water to our customers is job number one at MPW.”

MPW uses the customer survey for input on services the customers would like.  Possibly the most significant improvements driven by past surveys are the payment options offered including Easy Pay and Easy Pay Online.  Giving customers the opportunity to have bill payments automatically drafted and also allowing them to receive their bill online rather than traditional mail, thus saving postage and printing costs.

 MPW also uses the survey to direct future projects in the Capital Improvements Plan.  Part of MPW’s infrastructure, specifically in the Old Village, is aging and is in need of repair.  A significant majority of households polled believed it was important for Mount Pleasant Waterworks to replace deteriorating pipes, regardless of whether those pipes were in their neighborhood or not.

In line with previous surveys customers gave Mount Pleasant Waterworks high marks for being a responsible community partner, providing good customer education, and maintaining safe and secure facilities.  MPW customers continue to enjoy the second lowest rates among regional water/wastewater utilities and the lowest in Charleston County.

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