本文讨论了供水行业内更高水平的客户满意度如何产生深远的影响，从减少市政公用事业外包到减少行业监管。AWWA研究基金会最近完成的一项研究确定了公用事业所面临的最常见的客户服务问题，并跟踪了来自水社区内外的成功客户驱动程序所使用的解决方案。从这些项目中吸取的经验教训导致了实用、可实施的指导方针的发展，旨在帮助每一家公用事业公司改善其客户服务。该研究将案例历史、行业标准、绩效基准、技术信息和最佳实践整合在一个易于理解的框架中- 使用工具箱。包括表格，如图所示。

This paper discusses how higher levels of customer satisfaction within the water supply industry can have far-reaching consequences ranging from less outsourcing of municipal utilities to decreased regulation of the industry. A study recently completed by the AWWA Research Foundation identified the most common customer service problems faced by utilities and tracked down solutions used by successful customer-driven programs from both within and outside the water community. The lessons learned from those programs have led to development of practical, implementable guidance designed to help every utility improve its customer service. The study incorporates case histories, industry standards, performance benchmarks, technology information, and best practices in one easy-to-use tool kit. Includes tables, figure.