Record Display for the EPA National Library Catalog
RECORD NUMBER: 73 OF 373Main Title | Developing customer service targets by assessing customer perspectives | |||||||||||
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Author | Rambo, Eric. | |||||||||||
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Publisher | Awwa Research Foundation, | |||||||||||
Year Published | 2004 | |||||||||||
Report Number | AWWARF 90988F | |||||||||||
OCLC Number | 55881622 | |||||||||||
Subjects | Water utilities--Customer services--Evaluation | |||||||||||
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Collation | xxii, 161 p. : ill. ; 28 cm. | |||||||||||
Notes | Includes bibliographical references (p. 159-160). |
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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. |