American Water is a public utility company operating in the United States and Canada. It was founded in 1886 as the American Water Works & Guarantee Company. In 1914, American Water Works and Guarantee Company became American Water Works and Electric Company. In 1947 it was reorganized as American Water Works Company, Inc. The company was a subsidiary of the German-based RWE Group from 2001 to 2008, but the company was divested on April 23, 2008 in an IPO on the NYSE.
Most of American Water's services are locally managed utility subsidiaries that are regulated by the U.S. state in which each operates. American Water also owns subsidiaries that manage municipal drinking water and wastewater systems under contract and others that supply businesses and residential communities with water management products and services. In 2003, American Water established the American Water Military Services Group, which serves as contracted water utility for several military bases in the United States. Military Services Group works with the United States Military to treat and supply water and to collect and treat wastewater for military installations all over the country. Most recently American Water Military Services Group provides services to 11 military bases.
|Divisions||California American Water Hawaii American Water Illinois American Water Indiana American Water Iowa American Water Kentucky American Water New York American Water Maryland American Water Michigan American Water Missouri American Water New Jersey American Water Pennsylvania American Water Tennessee American Water Virginia American Water West Virginia American Water American Water Contract Services Group American Water Military Services Group American Water Resources|
|Traded as||NYSE: AWK DJUA component S&P 500 Component|
|Headquarters||Voorhees, New Jersey, United States|
|Industry||Utilities Water and Wastewater|
|Key people||Susan Story, CEO and President|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for zMiscellaneous is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If American Water Works sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of American Water Works with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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We have estimated the Net Promoter Score of American Water Works based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.