Communicating with Customers Moving Out from Under the Radar and into the Crosshairs Photos: Mild Mannered Photographer / Alex Erde & cliff1066
Pam Broviak, City Engineer/Asst. DPW City of Geneva, Illinois INtroductions
Utility Customer Bills CCR Violations Under the Radar
Utility Customer Bill Payments Complaints Service Requests Under the Radar Questions
Under the Radar Let's look more closely at what's behind those communications
Under the Radar Pressure Concerns Billing Disputes Water Quality Complaints Water Shutoff Requests Bill Payments New Service Requests Leak Notifications Transfer Service Sewer Backups Odor Complaints Equipment Failure Complaints
How many analyze these communications? Under the Radar Study from 06-07 in New England: 45.3% of all Complaints related to billing & charges Study from 2006 in Scotland: highest number of complaints related to water quality - particularly appearance
Is it time to move out from under the radar? Under the Radar Are we doing a good job addressing customer concerns, questions, complaints? Can we do a better job? How? Can we do more to improve our relationship with our customers?
Into the Crosshairs Let's look at how utilities are using Social Media to improve customer service Moving into the Crosshairs . . .
Into the Crosshairs 1,849 Followers Thames Water on Twitter Billing System Repairs & Construction Events Questions Service requests Job Openings Information #tweetaleak
Into the Crosshairs http://thesewermanslog.wordpress.com/ “ Not only is the video helping us spread our message of ‘Bin it – don’t block it’ but each time it is viewed on YouTube, Thames Water will ‘spend a penny’ for WaterAid to help the charity transform lives by improving access to safe water, hygiene and sanitation in the world’s poorest communities.”
Into the Crosshairs City of Bryan, Texas, CCR Calendar
Into the Crosshairs Limmerick posted on The Portland Water Bureau Facebook page http://www.portlandonline.com/water/ “ A sleepy old gnome from the moon Would sit on a Benson till noon He'd nap and he'd yawn Till the water turned on And shot him back home with a boom”
Utility Customer Bill Payments Complaints Service Requests Under the Radar Questions Ideas Insight Input CCR Bills Violations Education Experiences Information
Into the Crosshairs “ . . . the water then was nasty! It smelled,was discolored, and tur[n]ed all of our white clothes brown. We bought a water soft[e]ner thinking it would help- wrong. The only thing worse than having water this terrible is having to pay for it!” There be danger . . . . . . best be prepared!
Into the Crosshairs “ . . . **** having horrible tasting water is laughable and pure BS. I grew up there and prefer it over any other water system in ****** and most other places in the US for that matter.” And be thankful for loyal customers