• AWWA JOINT53580
Provide PDF Format

Learn More

AWWA JOINT53580

  • Customers as Advocates--Here's How
  • Conference Proceeding by American Water Works Association, 01/01/2001
  • Publisher: AWWA

$12.00$24.00


Pinellas County Utilities (PCU) of Clearwater, Florida, recentlycompleted a strategic plan that included among its goals a thorough definition of needs, a determination of service levels, and a measurement of the perceptions of both internal and external customers. PCU's customer service department recognized a significant opportunity to rationalize its efforts to obtain customer feedback, quantify the results, and orient its actions toward objectives important to its customers. It was decided in an earlier discussion that PCU ought to develop an advocacy relationship with its customers. EMA, Inc., advanced the idea of building customer advocacy through an eight-step process based on considering every customer and utility contact as an opportunity to obtain quantifiable information on the degree of customer satisfaction with the utility's performance. Includes figures.

Related Products

AWWA SOURCES66408

AWWA SOURCES66408

Market Research Study: Barriers and Opportunities to Sustainable Landscaping Practices in the Reside..

$12.00 $24.00

AWWA 51488

AWWA 51488

Piloting New Work Practices in Utility Maintenance..

$12.00 $24.00

AWWA JTMGT57479

AWWA JTMGT57479

Fair Impact Fees for Large Non-Residential Users..

$12.00 $24.00

AWWA JAW3798

AWWA JAW3798

Journal AWWA - Evaluating the Effects of Earthquakes on Buried Pipelines ..

$15.00 $30.00