New Jersey American Water, the largest regulated water utility in the state, received the J.D. Power award for ranking highest in customer satisfaction among large water utilities in the Northeast for the second straight year, according to the J.D. Power 2025 U.S. Water Utility Residential Customer Satisfaction Study.
“Being recognized by J.D. Power as the top-ranked utility in customer satisfaction for 2025 is an honor—and a reflection of the dedication and expertise of each of our employees,” said Mark McDonough, president of New Jersey American Water. “Customer trust is hard-earned, and we understand how vital reliable water service is.”
The U.S. Water Utility Residential Customer Satisfaction Study, now in its 10th year, measures satisfaction among residential customers of 91 water utilities that deliver water to populations of at least 400,000. The study is reported in four geographic regions and two size categories: Midwest Large; Midwest Midsize; Northeast Large; Northeast Midsize; South Large; South Midsize; West Large; and West Midsize.
Overall satisfaction is measured by examining eight core dimensions: information provided; level of trust; quality and reliability; ease of doing business; total monthly cost; people; resolving problems or complaints; and digital channels.
In addition to ranking first in the Northeast Large region, New Jersey American Water also achieved the highest score in the Northeast Large region for six of the eight dimensions measured in the 2025 study: information provided; level of trust; ease of doing business; total monthly cost; people; and resolving problems or complaints. The Northeast region includes nine water utilities in Connecticut, District of Columbia, Delaware, Massachusetts, Maryland, New Hampshire, New Jersey, New York, Pennsylvania and Rhode Island.
