Key insights

• Today’s customers want to know more about their water. This includes a greater understanding of water rates, stormwater management, water quality, flooding and other issues.
• Integrating customers’ voice into areas such as performance measures, service expectations and service delivery can help identify how utility services either meet, exceed or fall below expectations.
• Understanding a customer’s perception of service and their expectations will improve the ability to provide meaningful levels of service that resonate for the customer.
• Using the customer lens to develop service levels helps balance assets, financials, operations and customer expectations.
• Integrating the needs and expectations of the customer into the business culture is a critical action that can yield considerable co-benefits, including developing trust in the utility, underscoring value for money, and building a greater understanding of customer perception of services.

Read the full case study.