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How do you design a customer satisfaction survey that people will actually respond to? Join the Customer Service Committee as we dig in with Raftelis and Fairfax Water about their experience with developing a large-scale customer survey. We'll look at the process...and the results, with plenty of time for your questions.

TAPPING THE QUIET MAJORITY
Gaining Customer Insights Through Large-Scale Surveys

Large-scale customer satisfaction surveys allow utilities to solicit feedback on customer service processes and to better understand customer awareness of the utility’s policies, operations, and messaging to the public. 
 
Surveys can help your utility assess satisfaction levels on all of your major processes:
  • billing and account management
  • customer service
  • field services
  • customer communications
  • and overall utility operations
Surveys can help your utility decide to change processes, implement improvements, and monitor your progress over time.

 

Your Speakers

Catherine Carter, Vice President, Raftelis

Christal Hardy, Customer Service Supervisor, Fairfax Water

 

About the VA AWWA Customer Service Committee

The Customer Service Committee works to promote and encourage sound customer service at Virginia utilities. They serve as hosts for the Annual Customer Service Workshop and AWWA's Customer Service Certificate program. The Committee meets online monthly to provide support to its members and to plan future events.  All are welcome.  Learn more about this committee here

Organizers
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Cynthia Barnes
cynthia.barnes@vaawwa.org
434.238.5131