City News

2026 Lee's Summit Water Utilities Customer Survey Results

Lee’s Summit Water Utilities released results from the 2026 Customer Satisfaction Survey that show customer satisfaction ratings significantly higher than the U.S. and regional averages. The survey was administered by ETC Institute online and by phone to a sample of customers who have had contact with Lee's Summit Water Utilities. The purpose of the survey was to understand how Lee's Summit Water Utilities delivers services so they can better serve the needs of the community, improve communication, customer service and interactions with customers.

Of the 309 respondents, 251 respondents indicated they had interactions with Lee's Summit Water Utilities in the past two years. Overall satisfaction is very high, ranging from 89% to 79% (very satisfied and satisfied responses). The most common interaction respondents had is contacting customer service (91%) while also interacting or observing field staff (28%). Respondents also noted experiencing a service interruption or disconnection in the past two years (16%).

Respondents indicated the greatest opportunity for improvement is more proactive service interruption communications when possible. 

Water Utilities will use survey results as one of several tools to measure performance, focus improvements and help shape future plans. Survey data is available at LSWater.net.