In the SWAN 2014 Global Utility Survey, customer service was ranked as the number one business driver, cited by 76% of survey participants. To achieve customer satisfaction, water utilities must provide good, reliable, and affordable services to their customers. Utilities must also be able to respond quickly and effectively to customer needs and take into account customer feedback. Common customer complaints include ineffective response times, water quality complaints, pipe bursts and leakages, and billing inconsistencies.
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