We are committed to meeting the needs of our  customers, both for friendly, responsive service and for clean, good-tasting water. To evaluate our efforts to continuously improve our service, we conduct regular surveys. In 2002, we again tracked our performance in meeting customers’ needs the first time they called us and asked customers how they would rate our knowledge, professionalism, and courtesy. Satisfaction levels continue to climb, with 92% of the respondents ranking our service “excellent” or “very good.” In addition to our ongoing program of service enhancement and satisfaction measurement, we seek new and  innovative ways to serve our customers. For example, last year, we embarked on a quest to determine the best ways of communicating with customers in emergencies, and we expect to implement an automated telephone notification system by the end of 2003. The only thing more important to us than providing excellent service is providing a safe, high-quality product that meets increasingly stringent water quality standards. Doing so requires a dedicated, knowledgeable team of scientists and water professionals, diligent monitoring, and state-of-the-art equipment and facilities. In addition to its efforts to ensure that we deliver a high-quality product every minute of every day, our best-in-class water quality team is working in concert with state and federal agencies to enhance the security of our water supplies. 13 Customers expect quality, both in our service and in our product. 3 quality