• AWWA ACE61859

AWWA ACE61859

Beyond the Vocal Few: Investigating Customer Perceptions and Service Expectations

American Water Works Association , 06/17/2005

Publisher: AWWA

File Format: PDF

$12.00$24.00


This slide presentation outlines a 2004-2005 research project on customer perceptions and service expectations. The project objectives were to: define perception/satisfaction baselines; monitor changes in relation to key events; investigate selected issues such as water conservation, water recycling, customer call center services and water quality; and, assess communication strategies. Topics covered include: key findings; encouraging conservation; recycled water program; customer service experience; phone contact priorities; water quality satisfaction; 2005-2006 research interests; water quality concerns; communications about construction; web site priorities; trust in sources of water information; and, customer research impacts.

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