GCWW Ranked #1 by J.D. Power for Second Year
Water Works Tops Survey for Customer Satisfaction in the Midwest

FOR IMMEDIATE RELEASE
Media Contact: Kevin Osborne, kevin.osborne@gcww.cincinnati-oh.gov, (513) 516-1966

CINCINNATI, OH — For the second consecutive year, Greater Cincinnati Water Works (GCWW) ranked highest among large water utilities in the U.S. Midwest for customer satisfaction in a major survey. GCWW scored 558 in J.D. Power’s 2025 U.S. Water Utility Residential Customer Satisfaction Study, up from a score of 546 in 2024.

The study measures satisfaction of residential customers for 91 water utilities in eight geographic regions using various categories. GCWW’s improved score is especially noteworthy as overall customer satisfaction with water utilities is 515 (on a 1,000-point scale), down 2 points from the 2024 study.

“We are thrilled to receive this honor from J.D. Power for the second year in a row,” said GCWW Interim Executive Director Andrea Yang. “It reflects our commitment to providing the highest quality water and excellent customer service to our community.”

Overall satisfaction is measured by examining eight core dimensions on a poor-to-perfect, 6-point rating scale. Individual dimensions measured are (in order of importance): information provided to customers; level of trust; quality and reliability; ease of doing business; total monthly costs; people; resolving problems or complaints; and use of digital channels.

This year’s study is based on the responses of 33,476 residential water utility customers and was conducted from May 2024 through March 2025.

GCWW supplies more than 43 billion gallons of water a year to about 240,000 residential and commercial accounts, representing more than 1.1 million customers in Southwest Ohio and Northern Kentucky.

The utility originated in 1817, when the Cincinnati Manufacturing Company was granted exclusive rights to build a public water supply for the Town of Cincinnati for a term of 99 years. It became a municipally owned and operated utility when it was purchased by the City of Cincinnati in 1839.

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