As a utility regulated by the NJBPU, New Jersey American Water is held to a high standard for customer service. Our standard terms and conditions and customer service standards for providing regulated utility service are all outlined in our ‘Tariff for Water and Wastewater Service’ which is located on our website – http://www.newjerseyamwater.com- under the Customer Service and Billing tab.
CUSTOMER BILLING
Since New Jersey American Water already provides water service to the Borough’s residents and businesses, we would add the wastewater service charges to the existing water bill, providing customers with one monthly bill that clearly identifies the charges associated with water service and the charges associated with wastewater service.
Our billing plan, while it adopts the Borough’s existing rates, will alter the frequency of which Borough residents pay for wastewater service to monthly. Monthly billing provides customers with smaller bills and makes it easier, especially for those on fixed incomes, to include the cost of wastewater service into their monthly household budget. In addition, this change to billing will extend the conveniences of New Jersey American Water’s online, paperless billing and auto bill pay features to wastewater service charges - one monthly bill, one monthly payment, and less hassle for customers.
New Jersey American Water offers several convenient payment options, including by mail, in-person, by phone or online. For those customers who prefer to make their payments in-person, there are 16 in-person payment locations located within a 15-mile radius of the Borough, including one located in the Borough – Friendly Check Cashing #7, 19-21 South Bridge St. - and the Manville Walmart Supercenter, located approximately three miles from the Borough.
To give customers the flexibility to pay how they prefer, payments are also accepted electronically with a credit card or through direct debit, so there are no checks to write, and no stamps required.
CUSTOMER SATISFACTION
American Water conducts customer satisfaction and service quality surveys through an impartial third-party firm to measure satisfaction among customers who have had recent contact with the company. Below are some of the most recent results of these surveys:
- 83 percent of customers rated their recent service experience as Very Good or Excellent.
- 93 percent of customers reported that the service received from our Field Service Representatives was Very Good or Excellent, specifically noting that our Field Service Representatives are courteous, knowledgeable, and timely.
- 95 percent of customers rated the quality of work performed by our Field Service Representative as Very Good or Excellent.
Our employees work hard every day to improve upon our customers’ experience. These metrics are tracked monthly and distributed to employees whose performance is measured on the satisfaction of our customers.