COMMENTARY: Water Utilities Should Seek a Deeper Understanding of Customers

By Rachael Olson

Water utilities are rightly concerned about managing their business through the course of winter 2021 and into the hot summer months. This is especially true as the lingering effects of the COVID-19 pandemic keep some of their customers’ finances suspended, just as many consumer prices continue to rise, and disconnections of non-payers may be prohibited in some localities.

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