CCWA Relationship Impact Analysis 2018.pdf

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Clayton County Water Authority Relationship Study

Impact Analysis

October 2018

Clayton County Water Authority Relationship Study | Impact Analysis Page 2

TABLE OF CONTENTS

1. Methodology

2. Impact Analysis Defined

3. Executive Summary

4. Impact Results

5. Survey Results

6. Overall Satisfaction Cross Tabs

Appendix A: Survey Script

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1. Methodology

The following are the results of a customer satisfaction program designed to gather customer feedback regarding residential customers’ overall satisfaction with Clayton County Water Authority (CCWA) as well as their experiences and perceptions around water quality, billing processes, communications with CCWA and various programs offered by CCWA.

This is the summary result of approximately 400 telephone surveys (Appendix A) performed with a random sample of CCWA customers. All the surveys were completed during September and October of 2018.

The maximum Margins of Error for the top-level percentages provided in this report are as follows:

Segment Sample Size Margin of Error

Customer Population

400 ± 5%

For the purposes of proportions analysis, each of the following categories were segmented by response across appropriate key attributes to determine if there were any significant differences between subsectors. Significant differences are highlighted in the section 3 of this report.

2018 vs. 2016 and 2014

Gender

Tap Water Drinkers vs. Non-Drinkers

Recent Contact vs. No Recent Contact

Longtime Customers (>5 Years) vs. New Customers (<5 years)

Average Monthly Usage (<5,000 gallons vs. ≥5,000 gallons)

CCWA Credit Score

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2. Impact Analysis Defined For the purposes of this report, appropriate responses were compiled and analyzed for each of the following attributes:

Dissatisfaction [DISSAT] Dissatisfaction is the percent of customers that selected a response in the less desirable portion of the response spectrum.0F

1 In the case of an attribute that is not necessarily undesirable, the proportion represents the response that most closely correlates with overall dissatisfaction.

Prioritizing management decisions solely on the ranked results of this measure would increase satisfaction in those areas with the lowest scores. However, without taking into account how important each attribute is to overall satisfaction, you may find little improvement in overall satisfaction and/or retention.

An example would be if it were determined that 80 percent of the customers calling your organization surveyed were dissatisfied with the hold time required to reach a representative. The end result of replacing the phone system or hiring more people would only ensure that more people would be more satisfied in regards to the hold time. After making the large capital expenditure there might be no shift whatsoever in the overall customer satisfaction because the hold time, though annoying, was not important.

Importance [IMPORT] Importance is the relative amount of influence a measured item tends to have on the Overall Satisfaction score.

For the purpose of analysis, importance is represented as the average difference in the overall satisfaction score between those satisfied with a given attribute and those dissatisfied by the same attribute.

When deciding which areas to improve customer satisfaction, it is generally a good idea to take into account how important each measured attribute is to the average customer. A key concept to keep in mind about importance is that where items fall on the importance index are generally driven by culture (corporate, local, regional or national) and are more difficult to move up and down the list.

It is this combination of how many customers are dissatisfied [DISSAT] and to what degree [IMPORT] that we establish relative Impact on the overall satisfaction level of the customer base.

Impact [IMPACT] Impact is defined as the degree to which the combination of Dissatisfaction and Importance impact the Overall Satisfaction score for the entire customer base. By prioritizing management decisions based on the ranked results (highest to lowest) of the impact values would tend to maximize the overall customer satisfaction score.

For the purpose of analysis, the impact index is calculated using the following equation: [IMPACT] = [IMPORT] x [DISSAT]. The resulting values are then normalized so all the impact values add up to 100.

1 This includes all scores less than 7 for score-based questions.

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3. Executive Summary 2014 2016 2018

Average Overall Satisfaction with Clayton County Water Authority 8.3 ↓ 8.4 8.6 ↑

Percent Satisfied1F

1 with Clayton County Water Authority (score ≥7) 82% ↓ 83% 88% ↑

How would the surveyed customer base be described in terms of their overall satisfaction with Clayton County Water Authority (CCWA)?

Eighty-eight percent (88%) of respondents gave a satisfied rating with regard to their overall satisfaction with CCWA, yielding an average score of 8.6 on the 1 to 10 scale. Both measures of overall satisfaction in 2018 are statistically significantly higher than 2014.

The customer’s perception of rates is the strongest predictor of their level of overall satisfaction. Billing accuracy and water smell round out the top-3 most impactful items. Any improvement in these three attributes will subsequently improve overall satisfaction, conversely any decline in satisfaction with this attribute will have an undesirable effect on overall satisfaction.

The distribution of attribute importance and dissatisfaction is similar to 2016. Average importance (difference in overall satisfaction between those satisfied and dissatisfied) remains about 1.9. Average dissatisfaction (percentage of respondents in the dissatisfied category) is 15%. Consistent with 2016, Drinking tap water and Recently contacted CCWA stand out from other attributes with very high dissatisfaction. Because Drinking tap water has such high Dissatisfaction, small changes in Importance may cause large swings in Impact. This was the case from 2016 to 2018, dissatisfaction remained high, but the Importance of Drinking tap water dropped by over half, causing it’s Impact to fall to the bottom half of attributes.

Which attributes are more important, or, tend to have a larger influence on an individual respondent’s overall satisfaction with CCWA?

1. Service Reliability (1)2F

2. Efforts to protect the environment (6)

3. Ease of understanding the bill (2)

Which attributes associated with lower overall satisfaction scores were encountered most frequently?

1. (57%) Not drinking tap water (1)

2. (33%) Having a recent contact with CCWA (2)

3. (17%) Dissatisfied with taste of tap water (3)

Which attributes, if changed or improved, would more likely contribute to or correspond with a higher level of overall satisfaction across the customer base?

3F

1. Reasonableness of rates (2)

2. Billing Accuracy (3)

3. Water Smell (9)

1 For the purposes of this study, satisfied is indicated by a score greater than or equal to 7 on a scale of 1 to 10.

2 (n) indicates this attribute’s rank in the 2016 study.

3 IMPORTANT: Conversely, these IMPACT items would also be more likely lead to a lower overall satisfaction score if there were any increase in dissatisfaction among them.

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Statistical Observations of Note

The following observations highlight statistically significant differences between respondent subgroups.

These are differences that may be stated with some level of confidence based upon the current sample size and response distribution. Unless otherwise noted, these subgroups focus on respondents in 2018.

It is important to note that these observations only highlight differences that are large enough to identify with a reasonable level of confidence; meaning they are unlikely due to chance. The absence of an observation does not indicate the absence of a difference, but rather there is insufficient data to draw a conclusion with a reasonable level of confidence. Bolded observations indicate an attribute ranked in the top 3 Impact items.

2018 vs. 2016 and 2014 Results

Compared to 2016 and 2014, many attributes showed an increase in 2018. Few attributes decreased:

The average rating of overall satisfaction and percent satisfied is significantly higher than 2014 (8.6 vs 8.3 average rating and 88% vs 82% satisfied)

The average rating and percent satisfied with the presence and involvement in the community is significantly higher than 2014 and 2016 (8.5 vs 7.7 and 8.0 average rating and 87% vs 73% and 77% satisfied)

The percent satisfied with the effort made to protect the environment is significantly higher than 2014 and 2016 (91% vs 85% and 82%)

The percent satisfied with the taste of their water is significantly higher than 2016 (79% vs 72%)

The percent satisfied with the clarity of their water is significantly higher than 2016 (92% vs 84%)

The percent satisfied with the water pressure is significantly higher than 2014 and 2016 (91% vs 81% and 86%)

The average rating of satisfaction with their reliability of water service is significantly higher than 2014 and 2016 (9.4 vs 9.2 and 9.2)

The average rating and percent satisfied with the ease of reading and understanding their bill is significantly higher than 2016 (9.2 vs 8.8 average rating and 93% vs 89% satisfied)

The average rating of satisfaction with the payment options available to pay their bill is significantly higher than 2016 (9.1 vs 8.7)

The average rating of satisfaction with the accuracy of the bill is significantly higher than 2014 and 2016 (8.9 vs 8.6 and 8.5)

Continuing the trend from 2016, the percent of respondents in 2018 that were very and somewhat interested in new payment and communication methods significantly increased compared to 2014:

o …receiving account and service updates sent to their mobile device o …paying your water bill using a mobile app o …receiving customer service resolutions on social media o …receiving customer service resolutions by chatting with a rep on the CCWA website

The percentage of respondents in 2018 that were aware of the Water Authority’s residential toilet rebate program significantly decreased from 2016 (21% vs 27%)

The percentage of respondents that view the rates as somewhat or very reasonable has significantly decreased compared to 2014 (71% vs 97%)

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Females were significantly more likely than males to be dissatisfied with the taste of their water (14% vs 3%)

Females were significantly more likely than males to have contacted CCWA customer service within the last three months (36% vs 25%)

Females were significantly more likely than males to be very interested in receiving account and service updates via mobile (33% vs 23%)

Females were significantly more likely than males to be very or somewhat interested in paying their water bill using a mobile app (62% vs 50%), males are significantly more likely to be disinterested

Females were significantly more likely than males to be very or somewhat interested in receiving customer service resolutions by chatting with a representative using the CCWA website (67% vs 55%)

Respondents Who Drink Tap Water vs. Those Who Don’t

Respondents who usually drink tap water had a significantly higher average rating and were more likely to be satisfied with:

o CCWA’s maintenance of water, sewer, and stormwater infrastructure (8.7 vs

7.9 average rating and 90% vs 76% satisfied) o Taste of water (8.7 vs 7.1 average rating and 90% vs 68% satisfied) o Clarity of water (9.2 vs 8.4 average rating and 97% vs 87% satisfied) o Smell of water (9.1 vs 8.2 average rating and 95% vs 82% satisfied) o Reliability of water service (9.6 vs 9.3 average rating and 99% vs 95% satisfied) o Water pressure (9.2 vs 8.5 average rating)

Respondents who usually drink tap water are significantly more likely to be very and somewhat interested in receiving customer service resolutions by chatting with a rep using the CCWA website (69% vs 59%)

Respondents who usually drink tap water are significantly more likely to be aware of the Water Authority’s residential toilet rebate program (26% vs 18%)

Respondents who usually drink tap water are significantly more likely to have been a customer for over 20 years (39% vs 22%)

Contacted CCWA in the Past 3 Months

Respondents who contacted CCWA customer service within the last three months had significantly lower ratings of the following:

o Overall satisfaction (8.8 vs 8.2 average rating) o Water pressure (9.0 vs 8.5 average rating) o Reliability of water service (9.5 vs 9.2 average rating) o Ease of reading and understanding the bill (9.3 vs 8.9 average rating and 96% vs

89% satisfied)

Respondents who contacted CCWA customer service within the last three months were significantly more likely to prefer new methods of contact and communication:

o Significantly more likely to be very and somewhat interested in receiving account and service updates via mobile (73% vs 60%)

Clayton County Water Authority Relationship Study | Impact Analysis Page 8 o Significantly more likely to be very and somewhat interested in paying their water bill via a mobile app (65% vs 54%) o Significantly more likely to be very and somewhat interested in receiving customer service resolution by chatting with a rep on the CCWA website (72% vs 59%)

Respondents who contacted CCWA customer service within the last three months were significantly less likely to view the rates as very or somewhat reasonable (60% vs 76%)

Respondents who contacted CCWA customer service within the last three months were significantly more likely to rent (53% vs 34%) and significantly less likely to own (46% vs 64%)

Respondents who contacted CCWA customer service within the last three months were significantly more likely to be in their Teens, Twenties, and Thirties (29% vs 19%) and less likely to be 60 or over (22% vs 35%)

Longtime Customers (>5 years) vs. New Customers (≤5 years)

Longtime customers were significantly less likely to have contacted CCWA customer service within the last three months (26% vs 39%)

Longtime customers were significantly less likely to be interested in new ways to communicate and contact CCWA:

o Significantly less likely to be very or somewhat interested in receiving account and service updates via mobile (57% vs 71%) o Significantly less likely to be very or somewhat interested in paying their water bill using a mobile app (47% vs 69%) o Significantly less likely to be very or somewhat interested in receiving customer service resolutions on social media (17% vs 28%)

Longtime customers were significantly more likely to be aware of the Water Authority’s residential toilet rebate program (26% vs 16%), and they’re significantly more likely to have participated in the program (47% vs 9%)

Longtime customers were significantly more likely to own their home (82% vs 33%)

Average Monthly Water Usage (<5,000 gallons vs. 5,000 gallons or more)

For simplicity, respondents with an average usage of less than 5,000 gallons will be referred to as low volume customers and respondents with an average usage of 5,000 gallons or more will be referred to as high volume customers.

Low volume customers had a significantly higher average rating of their overall satisfaction (8.8 vs 8.3)

Low volume customers had a significantly higher average rating of CCWA’s presence and involvement in the community (8.8 vs 8.2)

Low volume customers had a significantly higher average rating and were more likely to be satisfied with the effort The Water Authority makes to protect the environment (9.0 vs 8.4 average rating and 94% vs 86% satisfied)

Low volume customers had a significantly higher average rating of CCWA’s maintenance of the water, sewer, and stormwater infrastructure (8.5 vs 7.9)

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Low volume customers had a significantly higher average rating and were more likely to be satisfied with the clarity of their water (8.9 vs 8.5 average rating and 95% vs 86% satisfied)

Low volume customers had a significantly higher average rating and were more likely to be satisfied with the ease of reading and understanding of their bill (9.4 vs 8.9 average rating and 98% vs 88% satisfied)

Low volume customers had a significantly higher average rating and were more likely to be satisfied with the accuracy of their bill (9.2 vs 8.5 average rating and 93% vs 84% satisfied)

Low volume customers were significantly less likely to have contacted CCWA customer service within the last three months (26% vs 39%)

Low volume customers were significantly less likely to be very or somewhat interested in paying their water bill using a mobile app (54% vs 64%)

Low volume customers were significantly more likely to have participated in the residential toilet rebate program (42% vs 18%)

Low volume customers were significantly more likely to view the rates they pay as very or somewhat reasonable (79% vs 59%)

Low volume customers were significantly more likely to own their home (66% vs 50%)

CCWA Credit Score ‘A’ vs. ‘B’ or lower

Respondents with a credit score of ‘A’ were less likely to have contacted CCWA within the last three months (26% vs 41%)

Respondents with a credit score of ‘A’ were significantly less likely to prefer the new methods of contact or communication with CCWA:

o Significantly less likely to be very or somewhat interested in receiving account and service updates via mobile (55% vs 74%) o Significantly less likely to be very or somewhat interested in paying their water bill using a mobile app (49% vs 69%) o Significantly less likely to be very or somewhat interested in receiving customer service resolutions by chatting with a rep on the CCWA website (57% vs 70%)

Respondents with a credit score of ‘A’ were significantly more likely to have participated in the residential toilet rebate program (43% vs 18%)

Respondents with a credit score of ‘A’ were significantly more likely to have been a customer for over 20 years (35% vs 23%)

Respondents with a credit score of ‘A’ were significantly more likely to own their home (66% vs 48%)

Respondents with a credit score of ‘A’ were significantly more likely to be in their 60’s or over (38% vs 21%)

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Customers who Rent vs. Own Their Home

Respondents who own their home provided significantly higher average ratings and were significantly more likely to be satisfied with the clarity and smell of their water (Clarity 8.9 vs 8.5 average rating and 94% vs 88% satisfied. Smell 8.8 vs 8.2 average rating and 92% vs 82% satisfied)

Respondents who own their home provided a significantly higher average rating of their satisfaction with the water pressure (9.0 vs 8.5 average rating)

Respondents who own their home were significantly more likely to drink filtered tap water (19% vs 11%)

Respondents who own their home were significantly less likely to have contacted CCWA customer service within the last three months (27% vs 43%)

Respondents who own their home were significantly less likely to prefer the new methods of contact or communication with CCWA o Significantly less likely to be very or somewhat interested in receiving account and service updates via mobile (57% vs 73%) o Significantly less likely to be very or somewhat interested in paying their water bill using a mobile app (49% vs 70%) o Significantly less likely to be very or somewhat interested in receiving customer service resolutions on social media (17% vs 31%) o Significantly less likely to be very or somewhat interested in receiving customer service resolutions by chatting with a rep on the CCWA website (59% vs 70%)

Respondents who own their home were significantly more likely to be aware of the Water Authority’s residential toilet rebate program (26% vs 15%)

Respondents who own their home were significantly more likely to view the rates they pay for water as very or somewhat reasonable (75% vs 65%)

Unsurprisingly, and continuing the trends discovered with other subgroups, respondents who own their home are significantly more likely to:

o Have been a CCWA customer for over 20 years (46% vs 5%) o Be above 60 years of age (41% vs 15%)

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4. Impact Results Fourteen attributes were considered in the Impact Analysis regarding customers’ overall satisfaction.

The following table is sorted in IMPACT order with those attributes at the top of the list having the greatest impact on overall satisfaction across the measured population.

IMPACT TABLE6F

1 In the case of an attribute that is not necessarily undesirable, the proportion represents the response that most closely correlates with overall dissatisfaction.

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Another view to place DISSAT and IMPORT into perspective is the X/Y scatter chart or Quadrant Analysis. Along the X-axis we find the relative importance of each attribute. Along the Y-axis we find the percent of the population that indicated they were dissatisfied with the particular attribute.

CAUTION: The axis is for the purposes of relative positioning of the attributes. It does not necessarily indicate Clayton County Water Authority standards.

In the most general use of this chart, you would focus on any attributes that appear in the upper right quadrant as they represent a higher incidence of dissatisfaction with the more important attributes.

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5. Survey Results This section of the report includes all of the survey results in survey order. The following charts are provided for the convenience of comparing all score-based responses on a single chart; the first by distribution and the second by average score.

82%

73%

84%

80%

77%

85%

84%

81%

94%

92%

89%

85%

83%

77%

82%

81%

72%

84%

83%

86%

94%

89%

86%

83%

88%

87%

91%

82%

79%

92%

88%

91%

97%

93%

90%

89%

O v e…

P r e…

P r o…

I n f…

W a t…

W a t…

W a t…

W a t…

S e r…

B i l…

B i l…

B i l…

Percent Satisfied

8.3

7.7

8.3

8.2

7.9

8.5

8.4

8.4

9.2

9.0

8.8

8.6

8.4

8.0

8.4

8.2

7.6

8.4

8.3

8.5

9.2

8.8

8.7

8.5

8.6

8.5

8.8

8.3

7.9

8.8

8.6

8.8

9.4

9.2

9.1

8.9

Overall Satisfaction

Presence and involvement in the community

Protecting the environment

Infrastructure maintenance

Water: Taste

Water: Clarity

Water: Smell

Water: Pressure

Service Reliability

Billing: Ease of understanding

Billing: Payment options

Billing Accuracy

Average Rating

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On a scale of 1 to 10 where 1 is completely dissatisfied and 10 is completely satisfied, how would you rate your overall satisfaction with the Clayton County Water Authority?

YEAR

O v e ra ll s a ti s fa c ti o n w it h th e

C la y to n

C o u n ty W a te r

A u th o ri ty

Base 400 391 398

SATISFIED : {7, 8, 9, 10} 82% 83% 88%

NEUTRAL: {5, 6} 9% 10% 8%

DISSAT: {1, 2, 3, 4} 8% 6% 5%

Mean 8.3 8.4 8.6

82% 83% 88%

9% 10% 8% 8% 6% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Overall satisfaction with the Clayton County Water Authority

DISSAT : {1, 2, 3, 4}

NEUTRAL: {5, 6}

SATISFIED : {7, 8, 9, 10}

Clayton County Water Authority Relationship Study | Impact Analysis Page 15

Presence and involvement in the community?

P re s e n c e a d in v o lv e m e n t c o m m u n it y Base 285 260 255

SATISFIED : {7, 8, 9, 10} 73% 77% 87%

NEUTRAL: {5, 6} 16% 12% 9%

DISSAT : {1, 2, 3, 4} 11% 11% 4%

Mean 7.7 8.0 8.5

73% 77% 87%

16% 12%

9% 11% 11%

4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Presence and involvement in the community

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 16

The effort The Water Authority makes to protect the environment?

T h e e ff o rt T

W te r

A u th o m k e s p ro te c t v ir o n m e n t

Base 305 287 266

SATISFIED : {7, 8, 9, 10} 84% 82% 91%

NEUTRAL: {5, 6} 10% 11% 5%

DISSAT : {1, 2, 3, 4} 6% 7% 5%

Mean 8.3 8.4 8.8

84% 82% 91%

10% 11% 5%

6% 7% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

The effort The Water Authority makes to protect the environment

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 17

Its maintenance of the water, sewer and stormwater infrastructure or underground pipes?

M a in te n a n c e o f w te r, s e w e r a rm w a te r in fr a s tr u c tu re o r u n d e rg ro u n d p ip e s Base 337 304 308

SATISFIED : {7, 8, 9, 10} 80% 81% 82%

NEUTRAL: {5, 6} 13% 10% 9%

DISSAT : {1, 2, 3, 4} 7% 9% 8%

Mean 8.2 8.2 8.3

80% 81% 82%

13% 10% 9%

7% 9% 8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Maintenance of the water, sewer and stormwater infrastructure or underground pipes

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 18

The effort The Water Authority makes to protect the environment?

E ff o rt t o p ro te c t th e e n v ir o n m e n t Base 305 287 266

SATISFIED : {7, 8, 9, 10} 84% 82% 91%

NEUTRAL: {5, 6} 10% 11% 5%

DISSAT: {1, 2, 3, 4} 6% 7% 5%

Mean 8.3 8.4 8.8

84% 82% 91%

10% 11% 5%

6% 7% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Effort to protect the environment

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 19

Its maintenance of the water, sewer and stormwater infrastructure or underground pipes?

M a in te n a n c e o f te r, s e w e r a rm w a te r in fr a s tr u c tu re o r u n d e rg ro u n d p ip e s Base 337 304 308

SATISFIED : {7, 8, 9, 10} 80% 81% 82%

NEUTRAL: {5, 6} 13% 10% 9%

DISSAT : {1, 2, 3, 4} 7% 9% 8%

Mean 8.2 8.2 8.3

80% 81% 82%

13% 10% 9%

7% 9% 8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Maintenance of the water, sewer and stormwater infrastructure or underground pipes

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 20

The taste of your water?

W a te r ta s te

Base 357 333 326

SATISFIED : {7, 8, 9, 10} 77% 72% 79%

NEUTRAL: {5, 6} 11% 14% 10%

DISSAT : {1, 2, 3, 4} 13% 14% 11%

Mean 7.9 7.6 7.9

77% 72% 79%

11% 14% 10%

13% 14% 11%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Water taste

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 21

The clarity of your water?

W a te r c la ri ty

Base 397 394 389

SATISFIED : {7, 8, 9, 10} 85% 84% 92%

NEUTRAL: {5, 6} 9% 9% 5%

DISSAT : {1, 2, 3, 4} 6% 7% 3%

Mean 8.5 8.4 8.8

85% 84% 92%

9% 9% 5%6% 7% 3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Water clarity

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 22

The smell of your water?

W a te r s m e ll

Base 392 387 382

SATISFIED : {7, 8, 9, 10} 84% 83% 88%

NEUTRAL: {5, 6} 9% 8% 5%

DISSAT : {1, 2, 3, 4} 7% 9% 7%

Mean 8.4 8.3 8.6

84% 83% 88%

9% 8% 5%

7% 9% 7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Water smell

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 23

Water pressure?

W a te r

P re s s u re

Base 397 393 396

SATISFIED : {7, 8, 9, 10} 81% 86% 91%

NEUTRAL: {5, 6} 13% 9% 5%

DISSAT : {1, 2, 3, 4} 6% 5% 5%

Mean 8.4 8.5 8.8

81% 86% 91%

13% 9% 5%

6% 5% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Water pressure

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 24

Reliability of water service?

R e li a b il it y o f w a te r s e rv ic

Base 394 391 392

SATISFIED : {7, 8, 9, 10} 94% 94% 97%

NEUTRAL: {5, 6} 5% 3% 2%

DISSAT : {1, 2, 3, 4} 2% 3% 2%

Mean 9.2 9.2 9.4

94% 94% 97%

5% 3% 2%2% 3% 2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Reliability of water service

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 25

Comments Regarding Water Quality Comments from 2018 Only

1 Although my water is good, how can I find out what's maybe in the water?

2 Compared to surrounding counties I am very happy with the water quality here in Clayton County.

3 Do more spot checking and pressure release for cleaning the lines.

4 Do something to get it to taste better.

5 Get the water bill to where it won’t be a late fee.

6 I can't think of anything right now. So far so good. We appreciate what they do.

7 I do not see anyone drinking the water.

8 I don't have any water pressure.

9 I don't know the process for cleaner water. It is an issue when you pour it in a glass. You can see it turns yellow or you can see the dirt particles.

10 I drink CCWA all the time. I don't buy it bottled. I have a dispenser that was given to me at a meeting from CCWA. I have no trouble.

11 I feel like there is a problem with the actual quality of the water.

12 I guess it can be improved on a bit. I cannot blame Clinton County. There are contaminants that you cannot do much about.

13 I have concerns about the water and how it affects me health wise.

14 I have none. It's good quality.

15 I have nothing to compare it to.

16 I have very good water and very good water service.

17 I just think you all are doing an outstanding job. Keep up the good work and don't raise the bill.

18 I love how they’ve worked with me on my bill.

19 I think it's real good. I've never used bottle water.

20 I think the water is too pricey

21 I think they need to work with people more often with their bills.

22 I think they should have a better website online to make things better.

23 I use filter.

24 I wish they would do something to make it taste better. Then I wouldn't have to buy bottled water.

25 I wish they would me find the leek.

26 I would like it to be made more convenient to pay bills.

27 I would like them to keep an upbeat pace for people.

28 I would like to see my bills less.

29 I'm being charged for my storm drain. I don't know what it is. "Storm drain charges."

30 It has been fine, I have no complaints.

31 It tastes horrible. As far as taking a bath in it, it's fine. When washing clothes, my clothes don't really feel clean when I wash them.

32 It tastes just like bleach.

33 It would be nice if we could get the storm pipes drained, cleaned out and tested periodically. After that, send in the bill the result of the test so that we know the quality of the water that we're drinking.

34 It’s getting better.

35 It's good, I drink it.

36 It's just great.

37 It's just not drinkable.

38 It's just the water particles that I see in it.

39 It's ok.

40 It's pretty decent considering I'm from Louisiana and their water is atrocious.

41 Let people know what that smell coming from the water is.

42 Lower the rates.

43 Most of the time, I smell a chlorine smell. It is also a little cloudy.

44 My bill is too high, I don't know why it's so high.

45 My water normally has approximate +90 TDS when routed from its normal source. However, when routed from another location it is much higher. Something better needs to be done about the smell, hardness, and taste.

Clayton County Water Authority Relationship Study | Impact Analysis Page 26

46 My water should not smell like chemical bleach. Sometimes it smells like sewage instead. Maybe it has something with the chemicals they use to clean the water.

47 No, everything is fine.

48 No, I'm pleased with the water quality.

49 No, it's good.

50 No, you guys do a great job.

51 No. Everything is fine and I've been here with CCWA for thirty five years.

52 No. Everything is good.

53 No. I am a new customer. First time experience.

54 No. I don't have any problems.

55 No. I never had any reason to complain about smell, taste or quantity.

56 No. I wish someone would test the water.

57 Sometimes the water smells really bad.

58 The customer service can be better. Payment arrangements can be better as well.

59 The office is too far too make payments.

60 The problem with the smell and taste needs to be solved.

61 The water at home taste different then the water at work.

62 The water does not taste well at all.

63 The water is the not the best.

64 The water runs good. We never have a problem with that.

65 The water should be purified so that everyone can drink it.

66 The water should be tested periodically. They should when we should boiling our water when something is wrong with water.

67 There have been a few times in the summer that the water wasn't as clear as it normally would have been. It's the only issue I've had and I've been here for four or five years. That was just this past summer.

68 This is the top water.

69 Water has specks in it.

70 Water smells like Sulphur at least 3-4 times a year

71 Well, I'm very grateful it doesn't cost too much. Its water quality is good. I think we have the best water in the USA, actually the whole world. I'd live here just to have Clayton Water Authority.

72 Why is the sewer cost more than the water cost?

Clayton County Water Authority Relationship Study | Impact Analysis Page 27

Do you usually drink tap water?

D o y u a y n k t te r

Base 400 400 400

Yes 45% 40% 43%

No 55% 60% 57%

45% 40% 43%

55% 60% 57%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Do you usually drink tap water

No

Yes

Clayton County Water Authority Relationship Study | Impact Analysis Page 28

Reasons for not drinking tap water

1 Alkaline Water I drink Alkaline water.

2 Alkaline Water I drink alkaline water. I don't use tap at all.

3 Alkaline Water I've been buying bottled water. I am being cautious of the low alkaline.

4 Alkaline Water Typically I'm supposed to drink Alkaline water because I had cancer.

5 Alkaline Water Because I got on this alkaline water kick.

6 Bottled Water I have to buy it, so I use it.

7 Bottled Water I drink a lot of water and I keep cases of water at home and at work.

8 Bottled Water I drink tap when I run out of my water.

9 Bottled Water I have five water gallon jugs.

10 Bottled Water I like the fresh water I buy.

11 Bottled Water Bottled water is more nutritional.

12 Bottled Water I always buy spring water.

13 Bottled Water I always drink bottled water.

14 Bottled Water I buy bottle water for drinking.

15 Bottled Water I come from the North and when I got older, I drink bottle water.

16 Bottled Water I cook with it, I use spring water.

17 Bottled Water I don't know why. It doesn't bother me, I'd just rather have a cold water bottle.

18 Bottled Water I don't like the taste, plus I'm so used to drinking water from the big jugs they deliver to your house.

19 Bottled Water I drink bottle water out of habit.

20 Bottled Water I just don't like it. I like bottled water for some reason.

21 Bottled Water I just drink bottle water, it's a habit.

22 Bottled Water I just prefer bottled water.

23 Bottled Water I only drink it if I don't have any money to buy bottled.

24 Bottled Water I reach in the refrigerator and get a cold bottle of water to take outside.

25 Bottled Water I started buying my water years ago and been buying it ever since.

26 Bottled Water I use bottle water.

27 Bottled Water I used bottled water for years.

28 Bottled Water I usually buy bottled water, because I have no ice at home and I like cold water.

29 Bottled Water I usually just have a bottle.

30 Bottled Water I'm just so used to bottled water.

31 Bottled Water I'm used to drinking bottle water.

32 Bottled Water It's an old habit to drink bottled water.

33 Bottled Water I've always used bottled water.

34 Bottled Water My wife buys bottled water.

35 Bottled Water We drink bottle water.

36 Bottled Water We drink bottled water.

37 Bottled Water We've always been buying bottled.

38 Bottled Water Because I prefer to drink bottled water. (19 similar comments)

39 Bottled Water Because I only like spring water.

40 Chemicals Added Chemicals.

41 Chemicals Added Because of it being cloudy and the chlorine smell.

42 Chemicals Added Because of the fluoride and because of what's going on in Flint, Mi.

43 Chemicals Added Because of the stuff in it.

44 Chemicals Added Because the stuff that they are using to purify the water is not good for you.

45 Chemicals Added Fluoride levels in the water.

46 Chemicals Added I can taste and smell chlorine in the water.

47 Chemicals Added I taste the chemicals.

48 Chemicals Added It has chemicals in it and other people's urine and things like that and ever since AIDS epidemic.

49 Chemicals Added The amount of chemicals that are in the water is unsafe.

50 Chemicals Added The chlorine in it is too strong.

Clayton County Water Authority Relationship Study | Impact Analysis Page 29

51 Chemicals Added The contaminants. The fluoride and the chlorine that are in the water.

52 Chemicals Added The water smells like chemicals.

53 Chemicals Added The water smells like chlorine.

54 Chemicals Added There is chloride in the water.

55 Contaminates I haven't drank tap water since the water had those little things floating around in it.

56 Contaminates I haven't drank water in over 10 years, because of the stuff that is in the water. I was in Michigan 5 years ago and they told me not to drink the water. I was told not to drink the water from here either. A lady got MRSA from drinking tap water.

57 Contaminates Primarily the possibility of contaminants.

58 Contaminates Sometimes I'll see something floating in it.

59 Don’t Drink Water I don't drink any type of water.

60 Don’t Drink Water I don't drink water at all.

61 Don’t Drink Water I don't drink water period.

62 Don’t Drink Water I don't like water at all.

63 Don’t Drink Water I don't like water.

64 Don’t Drink Water I prefer Coke.

65 Don’t Drink Water The water. I don't really drink water, period.

66 Don’t Know I don’t know. I just never have.

67 Don’t Know I don't know.

68 Don’t Know I don't know.

69 Don’t Know I don't know.

70 Don’t Know I don't.

71 Don’t Know I don't.

72 Don’t Know No reason.

73 Don’t Know No reason.

74 Don’t Know No reason.

75 Don’t Like It I don’t like it

76 Don’t Like It I don't want it.

77 Don’t Like It I just don't like it.

78 Don’t Like It I just haven't really done that. I'd rather buy it.

79 Don’t Like It I just never liked it.

80 Don’t Like It It is nasty.

81 Don’t Like It It is no good.

82 Don’t Like It It's too warm, I like ice cold water.

83 Don’t Like It The water is disgusting.

84 Don’t Like It The water is nasty.

85 Filtered Water My refrigerator has water in it.

86 Filtered Water I don't know if it's Georgia, but I just don't drink it. I drink filtered water.

87 Filtered Water I drink filtered tap water.

88 Filtered Water I drink filtered water.

89 Filtered Water I have a water filter.

90 Filtered Water I have no filter.

91 Filtered Water I just never had a preference, I have a water filter system. Other than that, it was the taste.

92 Filtered Water I prefer it from the fridge.

93 Filtered Water I use filters.

94 Filtered Water I use the refrigerator filter water.

95 Filtered Water I use the tap water to cook with and a pitcher with a filter for my water.

96 Filtered Water If it was completely clean they wouldn't have water filters. That's why I don't drink it.

When something happens they say boil the water. That makes people kind of iffy.

97 Filtered Water My water from the fridge that is filtered is pure.

98 Filtered Water There is a lot of waste in the filtering process.

99 Filtered Water Well, I do if I'm brewing a coffee, the filter is a little safer.

100 Health I just don't since I was diagnosed with cancer.

101 Health I'm sort of a health crisis person, not saying there is anything bad with tap water, but I haven’t been able to taste it. I drink spring water.

Clayton County Water Authority Relationship Study | Impact Analysis Page 30

102 Health My doctor said to drink water and drinking bottled water makes it easier to drink water.

103 Just Don’t Generally, it's convenient, I do a lot of traveling.

104 Just Don’t I just don't drink it.

105 Just Don’t I just don't prefer tap water.

106 Just Don’t I just don't.

107 Just Don’t I just don't.

108 Just Don’t I just don't.

109 Just Don’t I just haven't.

110 Just Don’t I never did.

111 Just Don’t I never tried tap water.

112 Just Don’t I've just have never drank it.

113 Just Don’t Just a habit.

114 Just Don’t Never have.

115 Just Don’t No reason, I just never have.

116 Minerals I'm homegrown in Georgia. The mineral content, my doctor said not to drink because of kidney stones.

117 Minerals It has metal in it. I am not drinking it.

118 Minerals Minerals.

119 Move Here I don't know. I never did since I moved here from New Jersey.

120 Moved Here I'm used to living in different countries.

121 Moved Here I haven't liked tap water since the first time I've tried it living in Clayton County. It just tastes weird.

122 Moved Here I used to live in Los Angeles and that's why I do not do it.

123 Moved Here I'm from California and we don't drink the water.

124 Moved Here We lived in NY and now it's a habit.

125 Moved Here When we moved in 14 years ago the water did not taste good. We have been drinking bottled water ever since.

126 Moved Here Because I'm from Jersey and up there we don't drink the tap water.

127 Odor It smells like bleach. They once told us not to drink it. It was brown.

128 Odor Smells like Sulphur and murky looking at times.

129 Odor I don’t drink it because it has a scent to it.

130 Odor I don't like the smell of it or the color.

131 Odor I don't like the smell.

132 Odor It stinks.

133 Odor Smell and residue.

134 Odor Sometimes it smells and because they found a body in the water.

135 Odor The smell.

136 Odor/Taste Because of the strong odor and taste.

137 Other I do, but not all the time.

138 Other I don't have anything against them.

139 Other I haven't tried it.

140 Other I just use it for ice.

141 Other I've seen water fungi and algae growing in from a glass of water.

142 Other My wife does not let me drink tap water.

143 Other Pretty much I used to work for water research and drink water that is best for my body.

144 Pipes I don't drink the tap water because I have old pipes.

145 Pipes I don't know how clean the pipes are.

146 Pipes I don't know what's going on with it. I'm unsure about the pipes.

147 Pipes I don't like the idea of it coming through pipes.

148 Pipes I don't think it's as clear as it should be. Maybe it's the infrastructure.

149 Quality Because the water quality is no good.

150 Quality Clayton County water is disgusting.

151 Taste In Clayton County, it doesn't taste good.

152 Taste I don't care for the taste.

Clayton County Water Authority Relationship Study | Impact Analysis Page 31

153 Taste I don't care for the taste.

154 Taste I don't drink it because of the taste. I have to boil it sometimes.

155 Taste I don't like the taste and the smell.

156 Taste I don't like the taste and there's particles floating in my tap water.

157 Taste I don't like the taste of it.

158 Taste I don't like the taste of it.

159 Taste I don't like the taste.

160 Taste I don't like the taste.

161 Taste I don't like the taste.

162 Taste I don't like the taste.

163 Taste I don't like the way it tastes.

164 Taste I don't like the way it tastes.

165 Taste I just don't like the way it tastes.

166 Taste If it didn't taste bad, I would drink it.

167 Taste It didn't taste good enough to drink.

168 Taste It does not taste good.

169 Taste It doesn’t taste right.

170 Taste It doesn't taste good.

171 Taste It doesn't taste good. It's not horrible, but it's not good.

172 Taste It doesn't taste that good to me.

173 Taste It has a funny taste to me.

174 Taste It has a weird taste, the tap water in general.

175 Taste It tastes like crap. That's why we drink bottled water and if we drink tap, it has to be filtered. When we go to stores, they have vending machines with water sold out.

176 Taste It tastes horrible.

177 Taste It's due to the taste. There's something about it. It tastes like a nail that has been sitting around for awhile.

178 Taste Not anymore because of the taste and smell.

179 Taste Over the years, the water has started to taste funny. When I used to drive by the Water Authority, there used to be a smell.

180 Taste The quality of the water. The water has a chalky taste.

181 Taste The taste.

182 Taste The taste.

183 Taste The taste.

184 Taste The water does not taste right.

185 Taste The water has a taste to it.

186 Taste The water tastes different than normal water. Plus the other company rated it a 5.

187 Taste The water tastes nasty.

188 Trust Honestly speaking we just don't. We can't test it.

189 Trust I didn't know we can drink it.

190 Trust I have never used tap water. I was raised that way.

191 Trust I thought something is the matter with the water.

192 Trust It is not that good. I will drink it when I am really thirsty.

193 Trust I don't know if it's being filtered the right way.

194 Trust I don't trust it.

195 Trust I don't trust it.

196 Trust I don't trust the government.

197 Trust I don't trust the quality. I buy water or use a Brita.

198 Trust I really don't trust it like that. Unless I have no choice.

199 Trust I stop drinking it a long time ago. I don't trust it.

200 Trust I stopped drinking it after the water crisis in Flint, Michigan.

201 Trust I'm afraid of it.

202 Trust I'm not sure what's in it.

203 Well Water I get most of my water from my parent's well.

204 Well Water I prefer water wells.

Clayton County Water Authority Relationship Study | Impact Analysis Page 32

What type of water do you drink most often? Would you say...

T y p e o f w a te r y o u d ri n k m o s t o ft

Base 394 397 397

Tap water 23% 19% 19%

Filtered tap water 17% 16% 16%

Bottled water 60% 60% 60%

Other - 5% 5%

23% 19% 19%

17% 16% 16%

60% 60% 60%

5% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Type of water you drink most often

Other

Bottled water

Filtered tap water

Tap water

Clayton County Water Authority Relationship Study | Impact Analysis Page 33

Do you typically utilize tap water for things like making flavored drinks, coffee and tea?

U ti li z e t te r fo r m a k g fl v o re d d ri n k s c o ff e e a n d t e a Base 398 399 400

Yes 78% 73% 78%

No 22% 27% 22%

78% 73% 78%

22% 27% 22%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Utilize tap water for making flavored drinks, coffee and tea

Clayton County Water Authority Relationship Study | Impact Analysis Page 34

The ease of reading and understanding your bill?

E a s e o f re a d in g a d e rs ta n d u r b il l

Base 390 389 382

SATISFIED : {7, 8, 9, 10} 92% 89% 93%

NEUTRAL: {5, 6} 5% 7% 4%

DISSAT : {1, 2, 3, 4} 3% 4% 3%

Mean 9.0 8.8 9.2

92% 89% 93%

5% 7% 4% 3% 4% 3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Ease of reading and understanding your bill

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 35

The payment options available to pay your bill?

P a y m e n t o p ti o a il a b le y y o u r b il l Base 388 380 384

SATISFIED : {7, 8, 9, 10} 89% 86% 90%

NEUTRAL: {5, 6} 6% 8% 5%

DISSAT : {1, 2, 3, 4} 5% 7% 5%

Mean 8.8 8.7 9.1

89% 86% 90%

6% 8%

5% 5% 7% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Payment options available to pay your bill

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 36

The accuracy of your bill?

B il l a c c u ra c y Base 377 374 366

SATISFIED : {7, 8, 9, 10} 85% 83% 89%

NEUTRAL: {5, 6} 7% 10% 7%

DISSAT : {1, 2, 3, 4} 7% 7% 4%

Mean 8.6 8.5 8.9

85% 83% 89%

7% 10% 7%

7% 7% 4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Bill accuracy

DISSAT : {1, 2, 3, 4}

Clayton County Water Authority Relationship Study | Impact Analysis Page 37

Have you contacted the Clayton County Water Authority customer service within the last three months?

C o n ta c te la y to n C o u te r

A u th o c s to m e r s e rv ic e w it l a s t th n

Base 395 398 395

Yes 38% 36% 33%

No 62% 64% 67%

38% 36% 33%

62% 64% 67%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Contacted Clayton County Water Authority customer service within the last three months

Clayton County Water Authority Relationship Study | Impact Analysis Page 38

What was the primary reason for your contact?

P ri m a ry r e a s o n f o r c o n ta c t

Base 150 142 132

Payment Arrangements 24% 21% 23%

General Billing 19% 18% 15%

Make a payment 10% 17% 14%

High Bill Related 10% 10% 13%

Leak Adjustment 7% 6% 8%

Move In / Move Out 7% 4% 5%

Collections / Shut off 5% 4% 1%

Problems with Meter / Water Pressure / Leak 5% 4% 5%

Water Quality - 4% 3%

Rates - 1% 1%

Online Account Management / Customer Self-Service 1% - 1%

Other 12% 11% 10%

24% 21% 23%

19% 18% 15%

10% 17% 14%

10% 10%

13%

7% 6% 8%

7% 4% 5%

5% 4% 1%

5% 4% 5% 4% 3% 1% 1%1%

1%

12% 11% 10%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

Primary reason for contact

Other

Online Account Management / Customer Self-Service Rates

Water Quality

Problems with Meter / Water Pressure / Leak Collections / Shut off

Move In / Move Out

Leak Adjustment

High Bill Related

Make a payment

General Billing

Payment Arrangements

Clayton County Water Authority Relationship Study | Impact Analysis Page 39

Other Primary Reason for Contact

Other Primary Reason for Contact

1 Converting from septic tank to municipal sewage. The water pressure and fire hydrant being flushed inaccurately causing brown water.

2 For the neighborhood, we had storm drain problems. It was not a personal problem.

3 I had a water leak and my bill shot up really high.

4 I had questions about a hole that was in my back yard.

5 I wanted to know where the sewer line were headed from my house.

6 Just getting information.

7 They charged me $150.00, so I went to go get reimbursed.

8 They removed a manhole cover on my street and put yellow tape around it. They have not come back to fix it.

9 They took our garbage can because we didn't pay our water bill.

10 To change over the account into my son's name.

11 To get additional service.

12 Toilet rebate program.

13 Toilet rebate.

Clayton County Water Authority Relationship Study | Impact Analysis Page 40

How did you contact The Water Authority?

H o w d id y n ta c t

T te r

A u th o

Base 150 142 132

Telephone 86% 88% 86%

Web Site - 1% -

Email 1% 1% -

Office Visit 12% 10% 11%

Other 1% - 2%

Other Method of Contacting Water Authority

Other Method of Contacting Water Authority

1 All of the above.

2 I went through the drive-through.

3 National Night Out.

86% 88% 86%

1% 1%

1% 12%

10% 11%

1% 2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2014 2016 2018

How did you contact The Water Authority

Other

Office Visit

Email

Web Site

Telephone

Clayton County Water Authority Relationship Study | Impact Analysis Page 41

What do you consider the BEST way for The Water Authority to communicate information to you?

B E

S T w a y f o r

T h e W a te r

A u th o ri ty t o c o m m u n ic fo rm a ti

Base 389 395 395

Telephone Call (Automated) - 28% 22%

Email 21% 22% 31%

Bill Inserts 21% 20% 13%

Letter…