Balancing Collection Performance and Service Ratings
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Balancing Collection Performance and Service Ratings

Balancing Collection Performance and Service Ratings

Helpful information for formulating water utility policies that will maximize both revenue and customer satisfaction.

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Fiscal health and customer satisfaction are the dominant performance indicators for public utility companies. However, customers view some fiscal policies that may be positive for a utility's fiscal health, such as securing deposits, as negative in relation to their satisfaction with the...

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