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Improve Water Quality by Leveraging Customer Complaints
Author(s) -
Mix Nelson,
Sanchez Cassia
Publication year - 2017
Publication title -
opflow
Language(s) - English
Resource type - Journals
eISSN - 1551-8701
pISSN - 0149-8029
DOI - 10.5991/opf.2017.43.0027
Subject(s) - complaint , service quality , process management , customer service , voice of the customer , customer retention , process (computing) , business , computer science , quality (philosophy) , customer satisfaction , customer intelligence , service (business) , risk analysis (engineering) , operations management , marketing , engineering , philosophy , epistemology , political science , law , operating system
Refine your utility's process for managing customer complaints to improve customer service and the utility's ability to detect potential contamination incidents. Existing technologies and tools can be used to prepare for and proactively respond to water quality problems with a customer complaint surveillance (CCS) protocol.