AWWA ACE56230

The objectives of this project were to: determine how attitudes about water utilities are formed amongresidential water utility customers;empirically demonstrate whether or not communication can be used asa tool by water utilities to positively affect the attitudes and behavior ofresidential water utility customers; and,develop targeted communication strategies that can be implemented bywater utility managers to enhance customer satisfaction. The research was conducted over a 20-month period between April 2000 andDecember 2001. The four major phases of the project included:Investigation Phase (April - August 2000), which included areview of current practices, interviews with water utility managers, and 20 focusgroups with residential water utility customers;Data Collection and Analysis Phase (September 2000 - April 2001), which involved the design and administration of a statistically valid survey tomore than 5,000 residential water utility customers in five different markets;Strategies Development Phase (May - September 2001), whichinvolved the conceptual development of communications strategies; and, Testing and Refinement Phase (September - December 2001), whichinvolved 25 focus groups with residential water utility customers to test andrefine the communications strategies that have been developed. Includes figure.

Product Details

Edition:

Vol. - No.

Published:

06/16/2002

Number of Pages:

23

File Size:

1 file , 470 KB