Customer Relations/Communications

This survey sought to learn what practices utilities are currently using when they encounter practical questions from customers concerning water entering homes as a result of a water main break.

This survey sought to learn how member utilities handle after-hours emergency customer service requests, such as a main break. 

This survey sought to learn strategies used to gather meaningful public feedback on rates topics.

This survey sought information regarding potential technology applications to create, organize, document, update, review and write workflow processes

This survey sought to learn about the policies of other member utilities.

This survey sought to learn about the systems currently being used by other water utilities.

This survey sought information regarding leak adjustment policies from utilities that have implemented AMI and made a consumption data portal available to its customers.

The survey sought to learn how to create and maintain a list of critical customers and the level of service they are willing/able to provide

This survey sought to learn from peer utilities across the country about their customer survey processes.

The survey sought information from other utilities on whether and when they suspended late payment shut offs and penalties in light of the COVID-19 pandemic and whether and when they are resu