MEETING CUSTOMER EXPECTATIONS IN A FULID UTILITY ENVIRONMENT

In this article the authors examine how customers rate the service of water utilities compared with other utilities, and discuss how decision-makers and much of the general public are largely unaware of or misinformed about environmental and other issues affecting the water industry. The authors go on to discuss how simply providing high-quality water and engineering excellence are not enough to ensure customer satisfaction and public support, and they provide ideas for improving customer service and satisfaction and countering media misinformation.