2026 Utilities Customer Service Survey Results
Thank you to the nearly 1,900 community members who participated in the 2026 Bellevue Utilities Community Survey from March 1 through April 30. Your feedback helps guide decisions about utility services, customer communications, and future investments in our water, wastewater, stormwater and solid waste services
What We Heard
Affordability Matters
The most common concern raised by respondents was the cost of utility services. Community members shared concerns about rising utility bills, wastewater and stormwater charges, and the impact of costs on seniors and households with fixed incomes.
Customers Want More Billing Information
Many respondents asked for clearer explanations about how utility bills are calculated, what different charges mean, and how rates are used to maintain and improve essential infrastructure.
Reliable Service Remains Important
Most respondents reported confidence in the safety and reliability of Bellevue's utility services. Residents value dependable drinking water, wastewater, stormwater and solid waste services and want the city to continue investing in infrastructure that supports the community now and into the future.
Interest in Learning More
Residents expressed strong interest in receiving information about:
- Utility rates and cost drivers
- Water quality and safety
- Infrastructure projects and construction updates
- Water conservation and sustainable landscaping
- Recycling and waste reduction
Digital Services and Communications
Survey participants requested improvements to online account management, billing tools and access to water usage information. Respondents also indicated a preference for receiving utility news and updates through email and text messages.
Who Participated
Survey responses represented residents from neighborhoods across Bellevue, with the highest participation from Northeast Bellevue, West Bellevue, Somerset, Eastgate, Newport and Cougar Mountain/Lakemont.
Survey participants were primarily:
- Homeowners
- Single-family households
- Adults age 45 and older
The survey also reflected Bellevue's diverse community, with respondents reporting a variety of languages spoken at home, including English, Mandarin, Spanish, Korean, Vietnamese and others.
How We Are Responding
Your feedback is helping Bellevue Utilities:
- Improve customer education about rates and billing
- Expand awareness of utility bill assistance programs
- Enhance online customer tools and services
- Increase transparency about infrastructure investments and costs
- Provide more proactive and multilingual communications
- Continue delivering safe, reliable and sustainable utility services
Thank You
We appreciate everyone who took the time to participate. Your input helps shape the future of Bellevue Utilities and ensures we continue meeting the needs of our community.