Analyzing water customer service expectations: A case study of the City of Guelph. (August 2016)

• Record Type: Journal Article
• Authors: Dziedzic, Rebecca M.; Karney, Bryan W.
• Is Part Of: Utilities policy. Volume 41(2016)
• Page Start: 67
• Page End: 76
• Publication Date: 2016-08
• Subjects: User survey -- Business model -- Customer segments; Public utilities -- United States -- Periodicals; Public utilities -- Government policy -- United States -- Periodicals; 363.6
• DOI: 10.1016/j.jup.2016.06.002
• Languages: English
• ISSNs: 0957-1787

Abstract

Abstract: The present study applies a business model framework to a water utility using a case study. A survey was developed and conducted with residential water customers in the City of Guelph, ON, Canada, with the objective of assessing their expectations in order to improve the business. Preferences differed by user type, underlining the benefit of distinguishing between customer segments (or user types) and customizing messaging. Users were not aware of all services covered by their water bill, and although expecting high quality services they did not support rate increases. Stakeholder collaborations could be used to improve awareness, offer decentralized solutions, and resolve issues collectively. Highlights: The business model perspective motivates a systems approach that is useful for improving water utilities collectively. Expectations of survey respondents differed by user type, underlining the benefit of messaging by customer segment. Consumers were not aware of all services covered by their water bill, affecting their ability to assess utility performance. Users did not acknowledge the trade-off between affordability and performance.