Applicable to: Cities & Utilities
To encourage customers to leverage tools and services that improve system operation.
Cities and Utilities
Option 1. Communication and outreach (1 point)
Identify customers’ preferences for the following aspects of communication and outreach:
- Frequency of receiving information
- Different communication media
- Subjects covered by the communication
- Presentation of the information
Option 2. Planning and implementation (1 point)
Prioritize approaches to communication and outreach in terms of awareness, satisfaction, and participation. Develop comprehensive improvement strategies for at least three existing or planned programs, with the following objectives:
- Improved customer satisfaction
- Customer participation
The strategies should be based on survey results of customer satisfaction and participation.
Option 3. Customer satisfaction (1 point)
Calculate a customer satisfaction index for individual programs, processes, and services using the methodology specified in the PEER Reference Guide and achieve an overall satisfaction score of 3.5 or greater.
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