Benchmarking Water Utility Customer Relations Best Practices

This project had three primary objectives, all with the ultimate goal of improving customer satisfaction and utility efficiency: 1. To identify customer relations best practices from other relevant organizations; 2. To identify metrics for both internal performance tracking and external comparison; 3. To develop tools that will enable water utilities to improve customer relations. Case studies are presented on many of the best performing organizations, as well as "mini case studies" focused on best practices in specific functions.