Supplementing Tap Water Quality Monitoring Through Customer Feedback: A GIS-Centered Approach

Ensuring the resilience of water distribution networks (WDNs) remains a critical challenge for utilities, as aging infrastructure and inadequate planning can compromise drinking water quality (DWQ) and increase customer dissatisfaction. This study aims to strengthen existing DWQ monitoring schemes utilized by utilities by introducing a GIS-based framework that integrates structured customer feedback into the selection of sampling locations. Using a district metering area in Jūrmala, Latvia, as a case study, consumer-reported complaints were collected through an online survey and geoprocessed to identify problem hotspots. Based on these insights, the sampling program was refined and linked with asset data to improve previously established maintenance routines. Targeted sampling confirmed elevated iron and turbidity levels in several locations, validating the reliability of customer feedback. Embedding spatial context throughout the data pipeline enables systematic evaluation and optimization of sampling locations, enhancing operational awareness and supporting informed decision-making during incidents. The proposed approach can be widely adopted by utilities to develop priority-based monitoring campaigns, particularly in regions with significant seasonal demand fluctuations, such as tourism hubs and vacation destinations.