该项目的目标是:确定人们对供水设施的态度是如何形成的 住宅供水设施客户； 从经验上证明沟通是否可以用作 由水务公司提供的一种工具，可以积极影响人们的态度和行为 住宅供水设施客户；和 制定有针对性的沟通策略，通过 水务管理人员提高客户满意度。这项研究在2000年4月至2002年6月期间进行了20个月 2001年12月。该项目的四个主要阶段包括: 调查阶段（4月）- 2000年8月），其中包括 回顾当前做法，采访水务管理人员，以及20个关注点 拥有住宅用水公用事业客户的群体； 数据收集和分析阶段（2000年9月至2001年4月），其中 参与设计和管理一项统计有效的调查，以 五个不同市场的5000多名居民用水公用事业客户； 战略制定阶段（2001年5月至9月），其中 参与沟通策略的概念开发；以及测试和完善阶段（2001年9月至12月），该阶段 参与了25个重点小组，其中包括住宅供水设施客户，以进行测试和评估 完善已制定的沟通策略。包括数字。

The objectives of this project were to: determine how attitudes about water utilities are formed among residential water utility customers; empirically demonstrate whether or not communication can be used as a tool by water utilities to positively affect the attitudes and behavior of residential water utility customers; and, develop targeted communication strategies that can be implemented by water utility managers to enhance customer satisfaction. The research was conducted over a 20-month period between April 2000 and December 2001. The four major phases of the project included: Investigation Phase (April - August 2000), which included a review of current practices, interviews with water utility managers, and 20 focus groups with residential water utility customers; Data Collection and Analysis Phase (September 2000 - April 2001), which involved the design and administration of a statistically valid survey to more than 5,000 residential water utility customers in five different markets; Strategies Development Phase (May - September 2001), which involved the conceptual development of communications strategies; and, Testing and Refinement Phase (September - December 2001), which involved 25 focus groups with residential water utility customers to test and refine the communications strategies that have been developed. Includes figure.