Balancing Collections Performance and Service Ratings

Fiscal health and customer satisfaction are the dominant performance indicators for public utility companies. However, customers view some fiscal policies that may be positive for a utility's fiscal health, such as securing deposits, as negative. This book provides guidance for utility managers and local government officials who must balance performance in these two critical areas. It describes the impacts of credit and collections policies on revenues and customer satisfaction ratings at not-for-profit utilities. It offers much helpful information for formulating utility policies that will maximize both revenue and customer satisfaction.