AWWA ACE61859

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.