2023 journal article
Customer complaint management and smart technology adoption by community water systems
UTILITIES POLICY, 80.
author keywords: Survey; Community water systems; Complaint management
UN Sustainable Development Goal Categories
6. Clean Water and Sanitation
(Web of Science; OpenAlex)
Source: Web Of Science
Added: January 23, 2023
Community water systems (CWSs) supply safe drinking water through pipes and other conveyances to the same population year-round. Complaint management is an important activity for CWSs and can assist efforts to monitor water quality and improve public perceptions. This research explores how CWSs receive, store, and use customer complaints. A new dataset is constructed through the distribution of an online survey. Respondents represent more than 500 CWSs across the U.S. and vary in characteristics, including the population size served. This research gives new insight about the tools that CWSs need and are willing to adopt for analyzing and reporting water quality issues.