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The Secret to Satisfied Customers

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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, Director of Conservation at the San Antonio Water System (SAWS), Texas discusses how SAWS uses social media, innovative programs, and responsive communication techniques to garner public support for controversial projects.

Brian Doyle, Vice President at Pacific Consulting Group, showcases his work on the implementation of California Water Service’s new electronic billing system which has led to higher customer satisfaction and cost savings.

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