-37
NPS
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American Water Works
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About American Water Works' Brand
American Water provides water and wastewater utility services.
Brand at a Glance
77%
Customer Loyalty
3.1/5
Product Quality
2.7/5
Pricing
2.9/5
Customer Service
American Water Works NPS
American Water Works's Net Promoter Score (NPS) is a -37 with 24% Promoters, 15% Passives, and 61% Detractors. Net Promoter Score tracks whether American Water Works's customers would recommend using the product based on a scale of -100 to 100.
American Water Works Overall NPS
| 24% | Promoters |
|---|---|
| 15% | Passives |
| 61% | Detractors |
American Water Works NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2023 -22 | Jun 2023 | -22 |
Aug 2023 -21 | Aug 2023 | -21 |
Oct 2023 -26 | Oct 2023 | -26 |
Nov 2023 -25 | Nov 2023 | -25 |
Jan 2024 -28 | Jan 2024 | -28 |
Mar 2024 -31 | Mar 2024 | -31 |
Apr 2024 -33 | Apr 2024 | -33 |
Jul 2024 -34 | Jul 2024 | -34 |
Oct 2024 -36 | Oct 2024 | -36 |
Feb 2025 -32 | Feb 2025 | -32 |
Oct 2025 -35 | Oct 2025 | -35 |
Nov 2025 -37 | Nov 2025 | -37 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
American Water Works NPS by Gender
Female customers rated American Water Works's NPS 19 points higher than Male customers.
Male
-64
American Water Works's NPS was rated -64 by Male customers on Comparably.
9%
Promoters
18%
Passives
73%
Detractors
Female
-45
American Water Works's NPS was rated -45 by Female customers on Comparably.
22%
Promoters
11%
Passives
67%
Detractors
American Water Works NPS by Ethnicity
American Water Works's NPS was rated -67 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -67 | Caucasian | -67 |
American Water Works NPS by Age
American Water Works's NPS was rated the highest by customers ages 36-40, and the lowest by customers ages 51-55.
American Water Works NPS by Usage
American Water Works's NPS was rated the highest by customers who have used American Water Works's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years -100 | 1 to 2 Years | -100 |
2 to 5 Years 50 | 2 to 5 Years | 50 |
5 to 10 Years -40 | 5 to 10 Years | -40 |
Over 10 Years -64 | Over 10 Years | -64 |
American Water Works Customer Reviews
Out of the 5 American Water Works customer reviews 0 were positive and 5 were constructive. American Water Works customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
American Water Works Customer Loyalty
77%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
77% of American Water Works users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
American Water Works Customer Loyalty Score by Gender
Male customers rated American Water Works's Customer Loyalty score 15% higher than Female customers.
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Male
75%
Yes
Female
60%
Yes
American Water Works Customer Loyalty Score by Ethnicity
American Water Works's Customer Loyalty score was rated 85% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of American Water Works.
85
out of 100
Caucasian
American Water Works Customer Loyalty Score by Age
American Water Works's Customer Loyalty score was rated the highest by customers ages 46-50, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of American Water Works.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
36-40 78% | 36-40 | 78% |
46-50 100% | 46-50 | 100% |
51-55 46% | 51-55 | 46% |
66+ 78% | 66+ | 78% |
American Water Works Customer Loyalty Score by Usage
American Water Works's Customer Loyalty score was rated the highest by customers who have used American Water Works's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
American Water Works Customer Loyalty Score by Industry
American Water Works's Customer Loyalty score was rated the highest by Manufacturing and Machinery industry customers, and the lowest by Tech industry customers.
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American Water Works Product Quality
3.1/5
American Water Works has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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American Water Works Product Information
American Water Works’s product quality score is a 3.1 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated American Water Works's product the highest.
- Website
- www.amwater.com
- Company Size
- 5,001-10,000 Employees
Industry
Energy
Government & Legal
Quick Insights into American Water Works Product Quality
American Water Works's Product Quality score was rated highest by customers who have used American Water Works's products/services for 2 to 5 Years, and rated lowest by customers ages 51-55.
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Ranked American Water Works Product Quality the Highest
Ranked American Water Works Product Quality the Lowest
American Water Works Product Quality Score by Gender
Male customers rated American Water Works's Product Quality score 0.2 stars higher than Female customers.
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Male
2.9/5
Female
2.7/5
American Water Works Product Quality Score by Ethnicity
American Water Works's Product Quality score was rated 2.5 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of American Water Works.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.5 | Caucasian | 2.5 |
American Water Works Product Quality Score by Age
American Water Works's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of American Water Works.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 3.2 | 36-40 | 3.2 |
46-50 3 | 46-50 | 3 |
51-55 2.2 | 51-55 | 2.2 |
66+ 3.2 | 66+ | 3.2 |
American Water Works Product Quality Score by Usage
American Water Works's Product Quality score was rated the highest by customers who have used American Water Works's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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American Water Works Product Quality Score by Industry
American Water Works's Product Quality score was rated 3.3 stars by both Manufacturing and Machinery and Tech industry customers.
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American Water Works Pricing
American Water Works ROI & Value For Money
2.7/5
American Water Works has a value for money and ROI score of 2.7 out of 5 stars rated by its users and customers.
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American Water Works Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Tech industry. The users from the Manufacturing and Machinery industry think that they had the lowest ROI from American Water Works.
Quick Insights into American Water Works ROI
American Water Works's ROI score was rated highest by customers who have used American Water Works's products/services for 2 to 5 Years, and rated lowest by customers ages 51-55.
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Ranked American Water Works ROI the Highest
Ranked American Water Works ROI the Lowest
American Water Works ROI Score by Gender
Female customers rated American Water Works's ROI score 0.2 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of American Water Works.
Male
2.3/5
Female
2.5/5
American Water Works ROI Score by Ethnicity
American Water Works's ROI score was rated 2.1 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of American Water Works.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
American Water Works ROI Score by Age
American Water Works's ROI score was rated the highest by customers ages 66+, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full ROI by Age data of American Water Works.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 2.6 | 36-40 | 2.6 |
46-50 2.3 | 46-50 | 2.3 |
51-55 1.6 | 51-55 | 1.6 |
66+ 3 | 66+ | 3 |
American Water Works ROI Score by Usage
American Water Works's ROI score was rated the highest by customers who have used American Water Works's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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American Water Works ROI Score by Industry
American Water Works's ROI score was rated the highest by Tech industry customers, and the lowest by Manufacturing and Machinery industry customers.
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American Water Works Customer Satisfaction (CSAT)
American Water Works Customer Satisfaction (CSAT) Score
38 / 100
American Water Works has an overall Customer Satisfaction score of 38 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
23%
Satisfied
15%
Neither Satisfied nor Dissatisfied
27%
Dissatisfied
23%
Very Dissatisfied
12%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into American Water Works Customer Satisfaction
American Water Works's Customer Satisfaction score was rated highest by customers ages 46-50, and rated lowest by customers who have used American Water Works's products/services for 5 to 10 Years.
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Ranked American Water Works Customer Satisfaction the Highest
Ranked American Water Works Customer Satisfaction the Lowest
American Water Works Customer Satisfaction Score by Gender
Female customers rated American Water Works's Customer Satisfaction score 16 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of American Water Works.
27 / 100
MaleVery Satisfied | 18% | |
|---|---|---|
Satisfied | 9% | |
Neither Satisfied nor Dissatisfied | 37% | |
Dissatisfied | 27% | |
Very Dissatisfied | 9% |
43 / 100
FemaleVery Satisfied | 14% | |
|---|---|---|
Satisfied | 29% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 43% | |
Very Dissatisfied | 14% |
American Water Works Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
American Water Works' Customer Satisfaction (CSAT) score was rated 25% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of American Water Works.
25 / 100
Very Satisfied
8%
Satisfied
17%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
33%
Very Dissatisfied
17%
American Water Works Customer Satisfaction Score by Age
American Water Works's Customer Satisfaction score was rated the highest by customers ages 46-50, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of American Water Works.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 36-40 | 33% | |||||||||||||||
| 46-50 | 67% | |||||||||||||||
| 51-55 | 25% | |||||||||||||||
| 66+ | 25% |
American Water Works Customer Satisfaction Score by Usage
American Water Works's Customer Satisfaction score was rated the highest by customers who have used American Water Works's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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American Water Works Customer Satisfaction Score by Industry
American Water Works's Customer Satisfaction score was rated the highest by Manufacturing and Machinery industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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"bars": [
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"score": 67,
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}American Water Works Customer Service
2.9/5
American Water Works has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.
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About American Water Works's Customer Service
Address
Voorhees, NJ
Website
www.amwater.com
Quick Insights into American Water Works Customer Service
American Water Works's Customer Service score was rated highest by customers who have used American Water Works's products/services for 2 to 5 Years, and rated lowest by customers who have used American Water Works's products/services for 1 to 2 Years.
Sign Up to unlock insights into how customers have ranked American Water Works' Customer Service score.
Ranked American Water Works Customer Service the Highest
Ranked American Water Works Customer Service the Lowest
American Water Works Customer Service Score by Gender
Male customers rated American Water Works's Customer Service score 0.2 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of American Water Works.
Male
2.5/5
Female
2.3/5
American Water Works Customer Service Score by Ethnicity
American Water Works's Customer Service score was rated 2.1 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of American Water Works.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
American Water Works Customer Service Score by Age
American Water Works's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of American Water Works.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
36-40 3.1 | 36-40 | 3.1 |
46-50 2.8 | 46-50 | 2.8 |
51-55 1.7 | 51-55 | 1.7 |
66+ 2.4 | 66+ | 2.4 |
American Water Works Customer Service Score by Usage
American Water Works's Customer Service score was rated the highest by customers who have used American Water Works's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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American Water Works Customer Service Score by Industry
American Water Works's Customer Service score was rated the highest by Manufacturing and Machinery industry customers, and the lowest by Tech industry customers.
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American Water Works as an Employer
3.2/5
American Water Works has a 3.2/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
American Water Works scored a -37 for Net Promoter Score and a -8 for Employee Net Promoter Score. NPS gauges how likely a customer of American Water Works would recommend the brand to a friend. ENPS measures how likely American Water Works employees would recommend working at American Water Works to a friend.
Net Promoter Score
-37
NPS Score
| 24% | Promoters |
|---|---|
| 15% | Passive |
| 61% | Detractors |
Employee Net Promoter Score
-8
eNPS Score
| 35% | Promoters |
|---|---|
| 22% | Passive |
| 43% | Detractors |
