AWWA IMTECH62906

This slide presentation outlines practices for incorporating the customer perspective into our day-to-day business. The presentation is organized into three parts that include: understanding the customer; from management's eyes; and, transforming customer care. Key topics outlined include: the drinking water industry has achieved similar levels of customer satisfaction as other types of utilities, while individual utility results may vary; performance and behaviors of various parts of the water service impact customer satisfaction; some areas of the drinking water business are more difficult to improve without major budgets, time and resources; and, there are areas we can impact, particularly in Customer Services, that don't break the bank.