WaterSide Chat: The Secret to Satisfied Customers

June 6, 2017
11:00 am - 12:00 pm PST


Director of Conservation,
San Antonio Water System (SAWS)


Vice President, Client Solutions,
Pacific Consulting Group
. JD Power's 2016 Water Utility Residential Customer Satisfaction Study found that the state of a water utility's infrastructure is critical to customer satisfaction and, therefore, to a utility's ability to garner support needed for improvements. This WaterSide Chat features two experts whose contributions led their organizations to first and fourth place in JD Power's customer satisfaction study rankings. Karen Guz is the Director of Conservation at the San Antonio Water System (SAWS), Texas. Karen will discuss how SAWS uses social media, innovative programs, and responsive communication techniques to garner public support for controversial projects. Brian Doyle is the Vice President for Pacific Consulting Group who has helped dozens of utilities exceed their customer experience goals. Brian will showcase how he helped implement California Water Service's new electronic billing system that led to higher customer satisfaction and cost savings. We hope you can join the conversation on Tuesday, June 6th.