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 limited
face-to-face contact between AW and customers;
enhancing communication and knowledge sharing to
overcome challenges associated with
centralized and decentralized business centers, and geographic and organizational
cultural differences. The goal was to better understand customer needs and
expectations and improve AW performance
relative to these expectations to build customer
advocacy. Topics outlined include: AW Customer Survey Timeline; Results of Strategic Relationship Survey; survey project team; Service Quality Survey Methodology; Service Quality Survey Questions; Survey Questions
Satisfaction 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.
| Edition : | Vol. - No. |
| File Size : | 1
file
, 460 KB |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 24 |
| Published : | 03/01/2007 |
