The objectives of this project were to: determine how attitudes about water utilities are formed among
residential water utility customers;
empirically demonstrate whether or not communication can be used as
a tool by water utilities to positively affect the attitudes and behavior of
residential water utility customers; and,
develop targeted communication strategies that can be implemented by
water utility managers to enhance customer satisfaction. The research was conducted over a 20-month period between April 2000 and
December 2001. The four major phases of the project included:
Investigation Phase (April - August 2000), which included a
review of current practices, interviews with water utility managers, and 20 focus
groups 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 to
more than 5,000 residential water utility customers in five different markets;
Strategies Development Phase (May - September 2001), which
involved the conceptual development of communications strategies; and, Testing and Refinement Phase (September - December 2001), which
involved 25 focus groups with residential water utility customers to test and
refine the communications strategies that have been developed. Includes figure.
| Edition : | Vol. - No. |
| File Size : | 1
file
, 470 KB |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 23 |
| Published : | 06/16/2002 |
