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Customer Attitudes, Behavior, and the Impact of Communications Efforts
by AWWA Staff ; Chris Tatham ; Dr Jane Mobley
Binding: Paperback, 80 pages
Publisher: American Water Research Foundation
List Price: USD $143.00
Weight: 81
Dimension: H: 0.75 x L: 10.78 x W: 0.58 inches
ISBN 10: 1583213090
ISBN 13: 9781583213094
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Book Description:
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.

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