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Consumer Feedback
Focus Group Results:
VI. Conclusion
Participants in the focus groups and interviews were, for the most part,
divided across two groups: people who are concerned about their drinking
water, and want to learn more about it, and those who are not concerned
and only want to be notified about a serious problem.
Many participants, particularly those who expressed interest in their
water quality, already take "precautions" with their water in some form.
For example, they filter their tap water or buy bottled water. Actions
such as these are often sparked by a negative taste, smell, or appearance
of their tap water (e.g., smell of chlorine). Water that looks, tastes,
and smells good was almost always considered to be safe by participants.
Another conception is that, "If I've never gotten sick, my water must
be safe." For the most part, participants did not have any knowledge about
laws concerning drinking water, who is responsible for protecting their
water, or who to contact if they want additional information.
However, there was a great deal of interest among a number of participants
in learning more about what is in their water, how their water is processed,
what is added to it, etc. These individuals also want, or want to have
access to, information about testing standards and how their water system
is complying with those standards. Other participants who do not want
to be notified of exact contaminant levels or minor violations often appreciated
explanations of how their water is treated, but warned against "overloading"
the consumer with information.
A common suggestion heard from the groups was to provide a user-friendly
brochure, such as the CCR samples, inside the monthly water bill in order
to give the consumer the option of reading the information or discarding
it. The participants also recommended media bulletins about health issues
related to drinking water, particularly via television, in order to reach
a large number of people. This approach targeted people who might not
receive a water bill, such as apartment dwellers, or people who might
not want to take the time to read brochures or interpret charts.
In general, the information provided to participants was viewed as useful
and informative, for some a cause for concern and questions about the
safety of their own drinking water. Participants had a number of questions
about their water, and the CCR materials provided answers to many of their
immediate concerns.
FOR MORE INFORMATION:
If you are interested in more information about this project, please
call the Safe Drinking Water Hotline at 1-800-426-4791.
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