本幻灯片演示概述了美国水和舆论研究公司利用满意度调查数据提高客户服务水平和提高业务效率的努力。美国水资源（AW）面临的挑战包括: 管理客户反馈，考虑到有限的 AW与客户之间的面对面接触； 加强沟通和知识共享 克服与 集中和分散的业务中心，以及地理和组织 文化差异。目标是更好地了解客户需求和 期望并提高AW绩效 相对于这些期望来建立客户关系 提倡概述的主题包括:AW客户调查时间表；战略关系调查结果；调查项目组；服务质量调查方法；服务质量调查问题；调查问题 满意度反馈；数据和信息可用性；程序、专业属性、影响因素、地理变化、季节变化的数据分析；知识共享；优先顺序 &制定行动项目；推动改进。包括数字。

This slide presentation outlines an effort by American Water and Opinion Research Corporation to leverage data from a satisfaction survey to improve service levels to customers and increase business efficiencies. The challenges facing American Water (AW) included: managing customer feedback considering the limited face-to-face contact between AW and customers; enhancing communication and knowledge sharing to overcome challenges associated with centralized and decentralized business centers, and geographic and organizational cultural differences. The goal was to better understand customer needs and expectations and improve AW performance relative to these expectations to build customer advocacy. Topics outlined include: AW Customer Survey Timeline; Results of Strategic Relationship Survey; survey project team; Service Quality Survey Methodology; Service Quality Survey Questions; Survey Questions Satisfaction Feedback; Data & Information Availability; data analysis for procedures, professional attributes, influencing factors, geographic variation, seasonal variation; knowledge sharing; Prioritization & Development of Action Items; and, driving improvement. Includes figures.