Increase Customer Engagement with Pop-up Events

摘要

Due to recent events in Flint, Michigan, Charlotte Water decided to expand the lead and copper sampling program in 2016. In order to increase the number of in home tests obtained, the usual method of contacting specific homes via mail or phone had to be altered as it provided low participant rates. So staff coordinated four neighborhood pop-up events. Staff set up a tent and table in a high trafficked area of the targeted neighborhood, and handed out bags containing individually labelled testing kits. These events were a success and allowed Charlotte Water to test 108 additional homes. In addition, these pop-up events provided a great opportunity for Charlotte Water to engage residents and provide answers to questions about water quality. In tandem with the lead and copper community events, Charlotte Water staff also started hosting project information pop-up events in lieu of traditionally low attended public meetings. The first pop-up event was held on a street that to which Charlotte Water was going to start providing drinking water service. The more informal setting allowed for deeper customer engagement about the project topic and provided an opportunity for customers to inquire about any issues or questions they may have had about water and wastewater service. The event also allowed neighbors to talk to each other, creating a very welcoming and positive atmosphere. This was the highest attended public meeting Charlotte Water had ever coordinated. The combination of the information atmosphere and close proximity to residents that these pop-up events afford, means Charlotte Water staff can successfully inform and engage residents on a specific topic, while also increasing customer confidence in the utility.