Customer Service Commitment

Connecticut Water leads the industry with its commitment to excellence in customer service. This is evidenced by our consistently high customer satisfaction ratings in customer surveys and low number of customer complaints reported to the Department of Public Utility Control. These results were achieved through a combination of planning and policies, implementation of technology, and extensive training with our dedicated employees, who maintain a clear focus on customer service.

A core component of the company’s customer service philosophy is to ensure customers interact with a customer service representative rather than an automated system. Providing that personal contact to answer questions and solve problems makes it clear that customers are a priority.

The human interaction is supported and made more efficient with the use of technology for automated meter reading, billing, as well as tracking customer account and service information. Customer complaints are reviewed to evaluate our policies, procedures and service response. Online bill payment has been added to better meet customer demands.