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AWWA ACE99444
- Can Consumer Confidence Reports Increase Customer Satisfaction?
- Conference Proceeding by American Water Works Association, 01/01/1999
- Publisher: AWWA
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This paper discusses the challenge of preparing and distributing the Consumer Confidence Reports (CCR). It points out the disconnect in attitudes between customers who are concernced about water quality in terms of health and safety (not just taste and odor), and water providers who feel customers are primarily concerned about the cost of water delivery. This disconnect in attitudes will cause communication problems for utilities. One clear objective of the 1999 CCR is to present a utility that is serious, competent, forthcoming, willing to admit mistakes if any were made, willing to answer questions and provide additional information, and willing to meet with customers. Another objective is helping customers understand risk. A list of examples of how small the allowable amounts of contaminants are, is given along with steps a utility can take to ensure the success of the CCR, and basic trust-building techniques a utility can follow.
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