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School may be out for the summer, but the Miami-Dade Water and Sewer Department (WASD) just received a report card that places them at the top of the class – for the second year in a row. The largest water and sewer utility in the southeastern United States, WASD has been ranked as the number one large water utility in the South Region for customer satisfaction, for the second consecutive year. This prestigious recognition was awarded by industry-leading market research firm, J.D. Power.
“Congratulations to the Miami-Dade Water and Sewer Department on this remarkable achievement,” said Miami-Dade County Mayor Daniella Levine Cava. “Ensuring that safe, reliable drinking water is only a faucet away is a significant task for a community our size. Our WASD team is making sure that all residents can access both a high-quality service and the compassionate customer service they deserve.”
The award represents a well-deserved recognition for a department of almost 3,000 employees who work daily to ensure Miami-Dade County residents and visitors have access to running water.
“This accomplishment is a testament to our unwavering dedication to providing exceptional customer service,” said WASD Director Roy Coley. “We have listened to our customers, made strategic investments, and implemented comprehensive initiatives to ensure their satisfaction. Beyond these two years, we remain committed to the continuous improvement of our services and further enhancing customer experiences, so we maintain our position as a leader in the water utility industry.”
About the award: Miami-Dade County received the highest score in the South Large segment of the J.D. Power 2022 and 2023 U.S. Water Utility Residential Customer Satisfaction Studies of customers’ satisfaction nationally among water customers in the U.S. Visit jdpower.com/awards for more details.
Not only was WASD ranked first overall for the South Region, but the Department also took the top spot in many of the individual study factors.
“Miami-Dade was a leader in their region, not only increasing their score by 20 points this year, but also taking the top spot among their competitors in five of the six key study factors,” said Andrew Heath, senior director of utilities intelligence at J.D. Power.
The five study factors WASD ranked first place include:
• Quality and Reliability: Through the department’s $7.8 billion Capital Improvement Program, WASD has made significant investments in infrastructure upgrades and maintenance programs to improve service reliability. By proactively addressing issues such as pipe leaks, system maintenance, and water pressure optimization, the department has enhanced overall reliability for customers.
• Billing and Payment: WASD wants customers’ bill-paying experience to be as easy as filling a glass of water from the faucet – available around the clock, day, or night. Customers can pay their bills online 24/7 by logging onto the website and using either their bank account or a credit card. They can further enhance their experience and convenience by enrolling in automatic bill pay.
• Communications: WASD is committed to transparent communication to keep their customers up-to-date regarding department projects, programs, and news and accomplishes this by utilizing various mediums to ensure that every effort is made to reach residents to increase customer confidence and satisfaction.
• Price: While implementing CIP improvements, we must still ensure that rates remain competitive for customers. Our rates were recently assessed as being affordable for approximately 84 percent of the service area’s population and we will continue to look for ways to manage department finances and act as good financial stewards of our ratepayers’ investments.
• Conservation: Through department managed rebate programs and the implementation of infrastructure improvements WASD is steadfast in its role as good stewards of our natural resources and protecting the environment.
It is the priority of the Miami-Dade Water and Sewer Department to provide safe, reliable service to its customers. For additional information about Department services and programs, visit the WASD website.
