For nearly a decade, the Philadelphia Water Department (PWD) has been asking a simple but essential question: What do residents think about their water service?

Every year since 2016, in partnership with ImpactED at the University of Pennsylvania, PWD has surveyed thousands of Philadelphians — from every zip code and neighborhood — to learn how people experience the city’s water systems, billing, and services. The data tells a story of listening and learning, building trust, and most importantly — taking action.

Listening at scale

The full scope of this research effort is vast:

  • 43,000+ responses to annual, citywide surveys over almost a decade. In 2024, there were over 8,000 responses!
  • 13,000+ responses to targeted surveys on specific programs such as customer assistance programs and the meter upgrade process.
  • 48 focus groups and interviews with residents on everything from lead pipes to tap water, to customer service.

PWD has used this data not just to react — but to inform how it communicates, serves, and builds trust with the public.

In the words of a resident who participated in a focus group: “I just want to know what’s going on. If I feel informed, I feel respected.”

A few more numbers (that might surprise you)

  • 95% of nearly 10,000 customers rated their required meter upgrade experience as “excellent” or “good” — despite some negative media coverage.
  • In 2024, more than three out of four customers reported satisfaction with their overall experience as a PWD customer and said they trust PWD to deliver safe drinking water to their home — the highest level since surveys began in 2016.
  • Over 75% of 3,500 customers who completed a survey after calling the contact center reported that their experience with the contact center representative was either “excellent” or “good.”

Your voice matters (really!)

From skeptic to ambassador

Early surveys revealed a persistent trend: nearly 40% of residents drink bottled water at home instead of tap. The data was even more telling when broken down — Black and Brown residents, people with lower incomes, and those with less formal education were significantly more likely to avoid tap water.

Rather than chalk it up to preference, PWD decided to listen.

That listening led to action: the Drink Philly Tap Ambassador program, recruited and trained residents from neighborhoods with high bottled water use. Ambassadors were equipped with facts about Philly’s water quality, safety standards, and common misconceptions, and they brought that information back to their communities.

When people know more, they trust more

Survey after survey showed a strong link between awareness of the city’s Water Quality Report and higher levels of trust and satisfaction with PWD. In other words, when residents know where their water comes from and how it’s tested, they feel better about drinking it.

Two sides of a blocky brick building with multiple levels of flat roof are brightened by a bold and cheerful mural celebrating Philly's tap water - a background of bright turquoise water ripples overlaid with pink and yellow flowers and splashes and black and turquoise geometric patterns, and two grayscale portraits of a cool young black man in a white t-shirt and an excited and cheerful young black girl with braids, both sipping from reusable water bottles.Penrose Playground © 2019 City of Philadelphia Mural Arts Program / Calo Rosa. Photo by Steve Weinik

Using ZIP code-level data, PWD was able to focus outreach – digital communications, the Philly Water Bar pop-up, and Drink More Tap murals at specific recreation centers – in neighborhoods with the lowest awareness. The results? Awareness of the Water Quality Report rose steadily — from 37% in 2021 to 55% in 2024 — with trust in PWD rising alongside it.

We also use survey data to inform additional content that goes into the Water Quality Report each year. The data shows that roughly 1 in 3 customers don’t trust that the pipes in their homes are safe. We share information about ways to improve water quality at home and answer common customer questions.

Construction confusion? Here’s a fix.

One of the top pain points for residents, year after year, has been construction. Not necessarily the work itself—but the lack of information. Where is it happening? How long will it last? Who do I call?

In 2023, survey responses made it clear: people didn’t know where to find reliable info. So PWD launched a dedicated construction website, organized by ZIP code, to make it easier for neighbors to track projects in their area.

What’s next?

This isn’t a one-time report. It’s an ongoing conversation. By continuing to listen — and act — PWD will keep building a water system that works with residents, not just for them.

And the next chapter starts soon.

We’re launching our 2025 citywide survey this week — and we want to hear from you. Whether you’ve got praise, concerns, or any other perspective to share, your voice matters. The survey is quick, confidential, and helps shape real changes at the Water Department.

Got something to say?

PWD is listening — and now’s your chance to share your voice.

Take the survey now!