Making Sense of Customer Feedback
As customers demand greater transparency and data immediacy from their services providers, the ability for water utilities to collect unstructured text data is growing. With modern, digital customer engagement interfaces such as web portals, mobile applications, and social networks, utilities now have a window into more nuanced interests, demands, concerns, and satisfactions expressed by their customers. But with the evolution of systems designed to capture and convey textual information comes a significant challenge: making sense of large volumes of unstructured data.
Unstructured data includes strings of text supplied by customers through open ended self-service forms and other interfaces. Spelling, punctuation, idioms, and grammatical syntax is inconsistent and thus very difficult for computers to parse and interpret. And as the volume of such potentially insightful information grows, it quickly becomes impractical for humans to review each request, note, post, tweet, and text to identify trends as
Water utilities are increasingly evaluating new metering technologies to reduce non-revenue water, drive down operational costs of data collection, and gain greater visibility into meter asset health. From the utility’s perspective these are all sound business reasons for making what is often a substantial investment in advanced metering infrastructure (AMI).
But how do these investments help the residential customer? Are water prices reduced as a result of these utility cost reductions? Unfortunately not. Utilities have to recover the cost of these hardware investments and many districts are not generating sufficient revenue to cover their basic operational expenses, let alone enough to make long-term investments in new capital projects.
One of the other key benefits of AMI investments that utilities and meter vendors tout are improved levels of customer engagement. Real-time interval data from water meters provides greater visibility into water consumption patterns. This data stream allows utilities to identify … see more