Developing customer service targets by assessing customer perspectives
By: prepared by Eric Rambo, Robert Baumgartner, and Carrie Koenig; sponsored by Awwa Research Foundation.
Contributors: Baumgartner, Robert.; Koenig, Carrie.; AWWA Research Foundation.
Publisher: Awwa Research Foundation
Published: 2004
Place of publication: Denver, CO
Language: eng
Number of pages: 161
Subjects: Water utilities -- Customer services -- Evaluation.
Notes: Includes bibliographical references (p. 159-160).
Table of contents: title: 1. Introduction; title: 2. A method for conducting customer satisfaction research; title: 3. The findings; title: 4. Limitations and applications of the method; title: 5. Recommendations to utilities; title: Appendix A. Using the focus groups for customer satisfaction research; title: Appendix B. Focus group question guide; title: Appendix C. Service trade-off exercises for focus groups; title: Appendix D. Customer satisfaction survey; title: Appendix E. Cost exercise worksheets; title: References; title: Abbreviations.