the customer is always right
DESCRIPTION
Research into the level of involvement and customer experience in tap water services.TRANSCRIPT
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THE CUSTOMER IS ALWAYS RIGHT EXTERNAL FACTORS INFLUENCING PERCEPTIONS
OF QUALITY IN TAP WATER SERVICES
Peter Prevos: La Trobe University, Melbourne, VIC, Australia
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A sample of 649 customers from water utilities in Australia and the United States completed a survey about their perceptions of tap water.
INTRODUCTION ANALYSIS
CONCLUSIONPerceptions of quality held by water utility customers are influenced by factors other than the physical quality of the water.
Water Quality Paradox
Providing safe water is not the same as providing good water.
INTRODUCTION
Poster 21
FluorideFree!
InvolvementA customer's perceived relevance of tap water based on their needs, values, and interests
Technical QualityThe level of service of the water supply
Functional Quality
invisiblewater.org
Financial hardshipDifficulty in paying water bills $ 649 customers from six
utilities in Australia and the USA
Hardship negatively influences perceptions of
technical quality
Involvement positively influences perceptions
of technical quality
Functional quality positively influences perceptions of
technical quality
MORE INFORMATION
RESULTS
@invisibleH200
The Customer is Always Right
The customer might not be right about the physical facts of a water service, they are always right about their own perceptions of the quality of the service.
Excellent engineering alone will not necessarily lead to good perceptions of water quality.
The level of customer service and company image
Yuck!No fluoride!
Slide 1