Journal
UTILITIES POLICY
Volume 58, Issue -, Pages 136-144Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jup.2019.05.004
Keywords
Consumer confidence report; Communication; Outreach; Water quality report
Funding
- AVVWA's Water Industry Technical Action Fund (WITAF)
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The Safe Drinking Water Act Amendments of 1996 require community water systems in the United States to send consumers Consumer Confidence Reports (CCRs). CCRs contain information on detected contaminants and required educational information about drinking water. The authors of this study developed a survey to evaluate how utilities track consumer feedback, understanding, and the role of the CCR in shaping consumer perceptions about water quality. Responses from this survey indicate it is common for utilities to indirectly track the effectiveness of their CCRs, but few utilities indicated directly evaluating consumer understanding or the effect of CCRs on consumer perceptions.
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