18990_Authority_Feb_2026

awareness, drive engagement and educate users within our target audience. Traditional media (radio and bus signs) were running simultaneously. After the initial launch, the campaign continued into March of 2025 and ran again later in the year from September through November. The ad campaigns were designed to drive engagement and increase website traffic. Each flight of the campaign performed extremely well generating millions of impressions and thousands of clicks that brought new users to our website. The campaign’s click through rate surpassed industry averages for government and utilities and the video tactics drove a strong completion rate indicating the viewers watched the ad from start to finish without navigating away. Meta, specifically Facebook where we have the most active audience, drove the most new user traffic to the Tap In landing page on our website. A Look at Customer Satisfaction Our 2024 Customer Satisfaction Survey overlapped with the launch of Pittsburgh Water. We are now beginning to see increased customer satisfaction and trust. While these results may not be directly attributable to the rebrand, they are likely pointing to improvements in communication, enhanced customer service, and improved responsiveness when service disruptions occur. Pittsburgh Water conducts a biannual customer satisfaction survey to consistently measure trust and satisfaction and gauge factors that can shape perceptions of water service. The next survey, scheduled for 2026, will demonstrate whether we are moving the needle on trust, provide insight into the effectiveness of our communication tactics, and measure the qualities that can influence overall customer satisfaction. Building Awareness, Maintaining Momentum Rebranding is a marathon, not a sprint. Reflecting on the past year, the launch was only one part of the rebranding effort. It takes stamina, consistency, and resilience to establish our brand narrative, build trust, and increase customer awareness. Throughout the year Pittsburgh Water attended or hosted nearly 125 community events or meetings to connect with customers and members of the public. These touch points range from presentations at standing community meetings to workforce development and recruitment events, educational engagements with students and Pittsburgh’s youth, community events, and water workshops. Through these events, people can connect with Pittsburgh Water staff. They also offer tangible ways to meet customers where they are, build relationships and have meaningful conversations with those we serve. We routinely share information with customers and the public through our quarterly newsletter, active social media platforms and media events highlighting milestones for prominent infrastructure projects. These tactics maintain a steady cadence of information. They help to build awareness about our initiatives, projects, and programs and reinforce the benefits they provide to those we serve. There are a few remaining elements of the rebrand that we will continue to implement in 2026. However, as we enter the new year, our attention will turn to establishing a more proactive construction communication program, a communication campaign to establish greater trust in drinking water and engagements with customers to improve transparency. As we begin to implement these new initiatives the strength of our rebrand will be measured not only by how effectively we communicate our message, but by how consistently we embody it. The narrative positioning Pittsburgh Water as stewards of essential water services must be more than words—it should be reflected in every interaction we have with our customers. This is where our brand promise truly comes to life. S The narrative positioning Pittsburgh WAter as stewards of essential water services must be more than words - it should be reflected in every interaction we have with our customers.