Water Bureau Customer Surveys
The Water Bureau website has an online form that invites general questions or comments from the public.
In June 2007, the Customer Service Group’s Call Center implemented a new Customer Satisfaction Survey of customers who have conducted business related to their bill via phone. The return rate (18.79%) which is above average for this type of survey and 96.33% of responses have been favorable or neutral. Feedback has been used to assist in training and quality assurance efforts. They discontinued the mailed survey as they are working to replace it with an automated after call phone survey system that they expect will be live by the end of 2013.
In August 2008, the Water Line implemented a customer feedback form that is still being used. All callers are sent a return postage paid questionnaire. The response rate has been an outstanding 50% and the responses have been overwhelmingly favorable.
Below are the document templates for these different surveys used by the Water Bureau departments.
For more information contact Leanne Tumbaga, 503-865-2550