水务公司需要告知客户 他们的水质以及是否存在任何违规行为 质量标准已经出现。具体来说，公用事业是 需要发布消费者信心报告（CCR） 对新泽西水务公司进行了六次调查 客户需要评估这些报告在以下方面是否有效: 交流有关水质的信息。调查 提供客户对材料反应的第一个证据 包含在CCR中。约翰逊回顾了调查结果并 发现一些详细信息，特别是 检测到的污染物水平——客户很难 解释尽管信息可能很难理解， 大多数人认为CCR信息丰富。作者还 了解到尽管客户希望公用事业公司 与他们沟通，客户不觉得有义务 提供反馈。调查还显示，审美 水的质量对于客户对水质的评估至关重要 水质。此外，是否因为先前存在 无论是信任还是不信任，CCR都不太可能改变客户对产品的看法 它们的效用。最后，受访者提出了几点建议 关于CCR中包含的信息如何 可以改进。包括25个参考文献和表格。

Water utilities are required to inform customers about the quality of their water and whether any violations in water quality standards have occurred. Specifically, utilities are required to publish Consumer Confidence Reports (CCRs.) Six surveys were conducted of New Jersey water utility customers to assess whether these reports are effective in communicating information about water quality. The surveys provide the first evidence on how customers react to the material contained in CCRs. Johnson reviewed the survey results and found that some detailed information - in particular, ranges of detected contaminant levels - is difficult for customers to interpret. Still, as difficult as the information may be to understand, most people find the CCRs informative. The author also learned that although customers expect utility companies to communicate with them, customers do not feel obligated to provide feedback. The surveys also showed that the aesthetic qualities of the water are critical to a customer's assessment of water quality. Additionally, whether because of preexisting trust or distrust, CCRs are unlikely to shift customer views of their utility. Lastly, survey respondents made several recommendations on how the information contained in the CCRs could be improved. Includes 25 references, tables.