Customer feedback in the public water sector
The Working Group "Performance" of APE selected the topic of "customer feedback" as its working topic for the year 2017-2018.
While most public water operators have put in place specific service-level committments towards their customers, it is not always easy to know whether the operator is actually living up to their customers' needs and demands. By sharing ongoing practices and lessons learned, this work should help operators benchmark and improve their customer feedback strategies.
This work is a continuation of the “Customer Service Charters” and builds on the comparison of customer satisfaction surveys that are send out in order to identify the best way to provide the best of services. The WG will compare which types of surveys are sent out, how, and how frequently as well as draw conclusions from lessons learned.