This paper discusses how higher levels of customer satisfaction within the water supply industry can have far‐reaching consequences ranging from less outsourcing of municipal utilities to decreased regulation of the industry. A study recently completed by the AWWA Research Foundation identified the most common customer service problems faced by utilities and tracked down solutions used by successful customer‐driven programs from both within and outside the water community. The lessons learned from those programs have led to development of practical, implementable guidance designed to help every utility improve its customer service. The study incorporates case histories, industry standards, performance benchmarks, technology information, and best practices in one easy‐to‐use tool kit.

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What perspectives do customers have on drinking water issues? How are they willing to participate in water utility decisions? This discussion about what consumers really want was held June 18, 1995, in Anaheim, Calif. Moderator was Melissa J. Stanford, public policy and management consultant, 1569 Broad‐view Terrace, Columbus, OH 43212, formerly special projects coordinator for the Ohio Consumers' Counsel. Participants included Allen M.A. Buckingham, member of the board of directors of the American Association of Retired Persons, 6605 S. Sherman, Littleton, CO 80121; Tony Dearness, Consumers' Association of Canada, 267 O'Connor St., Suite 307, Ottawa, ON K2P 1V3; Robert E. Hurd, principal, Robert Hurd & Associates, 107 S. West St., Suite 102, Alexandria, VA 22314, formerly of Apogee Research Inc. in Bethesda, Md.; Bonnie N. Lam, Housing Services, City of Santa Ana, 500 W. Santa Ana Blvd., Suite 400, Santa Ana, CA 92701; and Jan Schrieber, marketing and communications manager for NuReality, 2907 Daimler St., Santa Ana, CA 92705.