Khmer Water Supply Holding (KWSH) is a leading private water utility operator in Cambodia, committed to expanding access to clean, affordable piped water in rural areas. By acquiring and managing piped water stations, KWSH introduces standardized operations, improves water quality, and builds the infrastructure needed to reach more households. Today, they operate five stations serving more than 28,000 connections and delivering over 3.4 billion liters of water in 2024.
In 2024, the Cambodian Ministry of Industry recognized KWSH as operating the top two large scale stations and top two medium scale stations in the country.
There is extensive research establishing the benefits of clean water, and piped water specifically, as the best service delivery model at scale—especially in underserved rural communities. Yet while the benefits are well-established in theory, they are in nature difficult to quantify. KWSH wanted to ensure their model was delivering meaningful impact in practice.
Their questions were clear:
For a company focused on operational excellence with limited resources, an in-depth impact survey had long been on the wish list. We partnered with KWSH to make it happen.
We spoke directly to 277 KWSH customers across rural Cambodia through phone interviews, gathering candid feedback on their experiences. Our goal was to move beyond assumptions and anecdotes—to provide KWSH with robust, actionable data.
“The water supply service has a unique quality in that it provides enough water to meet customer needs, has a staff that is friendly and helpful, and the water I receive is clear and clean, allowing me to use it with confidence.”
Female, Sosor Sdom
KWSH is currently serving an underserved customer base with an inclusivity Rate of 0.68, reaching a smaller proportion of less well-off customers compared to the national average (7% vs. 14%). Despite this, 80% of customers are accessing piped water for the first time through KWSH, improving their access to clean water. Previously, most customers relied on privately owned groundwater sources located off-premises.
There is still room for KWSH to expand its reach and serve more lower-income earning customers.
92% of customers report that their quality of life has improved due to the piped water service from KWSH. Key outcomes include 47% mentioning time savings, 44% highlighting access to good-quality water, and 42% reporting ease of use.
94% of customers noted a decrease in the time spent obtaining water, allowing them to spend more time on other domestic tasks (51%), extend family time (47%), and enjoy personal relaxation and leisure (39%). Additionally, 87% of customers reported improved household health since connecting to KWSH’s piped water service.
Despite the increase in water-related expenses for some customers (48%), the overall benefits of improved quality of life, health, and time savings highlight the positive impact of KWSH’s piped water service.
KWSH has an excellent NPS of 61, indicating high customer satisfaction and loyalty. Promoters (66%) praise the friendly staff, good-quality water, and sufficient supply, while detractors (5%) mainly cite water shortages. We also saw that significantly more women are promoters than men (69% vs. 54%). This gender difference could suggest that women, who are often more involved in household management, may have a greater appreciation for the reliability and quality of water service provided by KWSH.
Customers are also highly satisfied with the reliability and convenience of the water supply, particularly under normal conditions. However, there is a noted decrease in reliability during droughts.
Despite the positive impacts, 23% of customers report challenges, primarily due to water shortages, murky water, and chlorine smell. Frequent shortages are especially noted in Chhlong (58%) and Tram Khnar (54%). Additionally, only 4% of customers received educational materials about the piped water service
Addressing and resolving these challenges is critical to enhancing customer satisfaction and service uptake. Further, increasing the distribution and accessibility of educational resources could improve customer engagement.
“Without having to wait for long, my family and I can enjoy ample downtime without having to spend time fetching water from the well. The water supplied is very fast and can be used frequently in the home, for cooking or bathing.”
Male, Kampong Trabaek
The survey affirmed KWSH’s impact model: there is clear demand for high-quality piped water in rural Cambodia, and customers recognize its value. It was a morale boost for the team and a powerful validation of their efforts.
But perhaps more importantly, the data spurred action.
> Improving Water Quality: Reports of water quality concerns following supply resumption led KWSH to install new gate valves in Pouk. These now flush the lines before water is restored to customers, preventing sediment build-up.
> Fixing Water Pressure: Our findings highlighted isolated low-pressure issues, particularly in the Chhlong station. KWSH acted, implementing hydraulic improvements to address the root causes.
“I can save more time by receiving water that is both high-quality and clean unlike before, it was hard to get water because it required a lot of labor.”
Female, Tram Khnar
Access to safe, reliable water is about more than convenience—it’s a foundation for health, dignity, and economic progress. The insights from this study not only confirmed the value KWSH is delivering but also highlighted practical areas for refinement. With this data in hand, KWSH is well-positioned to deepen its impact and serve more communities with the quality and care they deserve.
We’re proud to support mission-driven partners like KWSH who are using data to listen, learn, and lead with intention.
