(Dis)trust in tap water: Consumer perceptions and behavior in California

Tap water is not universally trusted in high-income countries, leading to tap avoidance and reduced public support for urban water infrastructure. This paper examines trust as a dynamic process that shapes drinking water perceptions and behaviors. We investigate how trust is built, eroded, and rebuilt using narratives from 91 semi-structured interviews in California. Results highlight that trust is built gradually through transparent communication and positive lived experience, yet can be quickly lost with sudden, unexplained changes in perceived quality. Utility compliance with water quality regulations is insufficient on its own to rebuild trust. Residents also value direct and frequent engagement from their utility and improved tap water aesthetics. Findings highlight why technical measures of water quality and public perceptions often diverge and offers actionable insights for urban utilities to enhance public trust by responding to residents’ lived experiences.