AWWA IMTECH64721

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.