2000
DOI: 10.1002/j.1551-8833.2000.tb09049.x
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Tools for Creating Customer Satisfaction

Abstract: This paper discusses how higher levels of customer satisfaction within the water supply industry can have far‐reaching consequences ranging from less outsourcing of municipal utilities to decreased regulation of the industry. A study recently completed by the AWWA Research Foundation identified the most common customer service problems faced by utilities and tracked down solutions used by successful customer‐driven programs from both within and outside the water community. The lessons learned from those progra… Show more

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Cited by 2 publications
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“…Although 138 references were cited, not a single mention was made of the drinking water industry. Even in water‐related publications, only a handful of CS studies have been conducted, most of which do not even consider the link between CS and performance (Fattahi et al, 2011; Olstein et al, 2000; Levallois et al, 1999). As an exception, a study in Uganda, East Africa, tested the relationship between CS and bill payment behavior using household survey data collected from customers served by the National Water and Sewerage Corporation (Kayaga et al, 2004).…”
mentioning
confidence: 99%
“…Although 138 references were cited, not a single mention was made of the drinking water industry. Even in water‐related publications, only a handful of CS studies have been conducted, most of which do not even consider the link between CS and performance (Fattahi et al, 2011; Olstein et al, 2000; Levallois et al, 1999). As an exception, a study in Uganda, East Africa, tested the relationship between CS and bill payment behavior using household survey data collected from customers served by the National Water and Sewerage Corporation (Kayaga et al, 2004).…”
mentioning
confidence: 99%