| Main Title |
Developing customer service targets by assessing customer perspectives |
| Author |
Rambo, Eric.
|
| Other Authors |
|
| Publisher |
Awwa Research Foundation, |
| Year Published |
2004 |
| Report Number |
AWWARF 90988F |
| OCLC Number |
55881622 |
| Subjects |
Water utilities--Customer services--Evaluation
|
| Holdings |
| Library |
Call Number |
Additional Info |
Location |
Last
Modified |
Checkout
Status |
| ELBM |
HD4461.R35 2004 |
|
AWBERC Library/Cincinnati,OH |
11/26/2004 |
|
| Collation |
xxii, 161 p. : ill. ; 28 cm. |
| Notes |
Includes bibliographical references (p. 159-160). |
| Contents Notes |
1. Introduction -- 2. A method for conducting customer satisfaction research -- 3. The findings -- 4. Limitations and applications of the method -- 5. Recommendations to utilities -- Appendix A. Using the focus groups for customer satisfaction research -- Appendix B. Focus group question guide -- Appendix C. Service trade-off exercises for focus groups -- Appendix D. Customer satisfaction survey -- Appendix E. Cost exercise worksheets -- References -- Abbreviations. |
