The role of new asset management standards in achieving customer satisfaction

摘要

In 2007, Metrowater, a water utility in New Zealand, led a strategic initiative to review the way customer satisfaction was perceived and measured across all departments of the company. Findings determined that what was important to residential and business customers were very different. Residents considered financial costs as important, while the business owners placed importance on the overall management and services the water utility provided. Analysis of survey- results also showed there are specific minimum expectations which both types of customers have, and these may not improve customer satisfaction; yet if they were not met, it would result in reduced customer satisfaction. (This is similar to an airline, which may not increase its customer share by having a good safety record, but can certainly destroy it if it does not).