AWWA IMTECH64721

This slide presentation outlines an effort by American Water and Opinion Research Corporation to leverage data from a satisfaction survey to improve service levels to customers and increase business efficiencies. The challenges facing American Water (AW) included:managing customer feedback considering the limitedface-to-face contact between AW and customers;enhancing communication and knowledge sharing toovercome challenges associated withcentralized and decentralized business centers, and geographic and organizationalcultural differences. The goal was to better understand customer needs andexpectations and improve AW performancerelative to these expectations to build customeradvocacy. Topics outlined include: AW Customer Survey Timeline; Results of Strategic Relationship Survey; survey project team; Service Quality Survey Methodology; Service Quality Survey Questions; Survey QuestionsSatisfaction Feedback; Data & Information Availability; data analysis for procedures, professional attributes, influencing factors, geographic variation, seasonal variation; knowledge sharing; Prioritization& Development of Action Items; and, driving improvement. Includes figures.

Product Details

Edition:

Vol. - No.

Published:

03/01/2007

Number of Pages:

24

File Size:

1 file , 460 KB