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91096
BENCHMARKING WATER UTILITY CUSTOMER RELATIONS BEST PRACTICES

ISBN: 9781583214268
Pages: 160
Published: 2006

Price: $55.00

Customer satisfaction is important to water utilities to minimize customer complaints and associated costs, maintain customer goodwill, and increase customer support for utility improvement initiatives. A good way to improve customer satisfaction is to implement best practices in those areas that directly affect your customers. This study will tell you what those best practices are, so you can choose the appropriate ones for your utility.

This project identifies best practices in the major utility customer service areas: call center, meter reading, billing, payment processing, credit and collections, and customer- related field services. High-performing organizations were identified based on specific customer service measurement metrics and/or a reputation for superior customer service (such as winning recognized customer satisfaction awards). These leading organizations' practices were examined for common themes. For example, best performers use detailed measures of employee and group performance in both service and efficiency and link these performance measures to employee rewards.

The report will give you tools to measure your utility's customer service performance using standardized customer service metrics developed for this research study. You can compare your utility's customer service performance with other utilities using a purpose-built Web site for utility customer service benchmarking. An included CD-ROM provides web site forms and menus, and other processes associated with high customer satisfaction.