Publisher description for Customer attitudes, behavior, and the impact of communications efforts / prepared by Elaine Tatham, Chris Tatham, Jane Mobley.


Bibliographic record and links to related information available from the Library of Congress catalog


Information from electronic data provided by the publisher. May be incomplete or contain other coding.


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The research for this project took place over 20 months from 2000 to 2001 and involved 45 different focus groups, plus surveys from over 5000 customers. This guidebook provides insights into the factors that influence residential customers perceptions of how and what types of communications are relevant. It lays out some basic findings that will aid utilities in maintaining high levels of customer satisfaction. The accompanying CD provides the raw data from the survey.


Library of Congress subject headings for this publication:
Water utilities -- Customer services -- United States.
Water utilities -- United States -- Public opinion.
Water utilities -- United States -- Management.
Customer relations.
Business communication.