Service Authority receives high marks from customers

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Provided by Prince William County Service Authority

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The Prince William County Service Authority once again received excellent marks on its annual Customer Relationship Survey.

The average overall satisfaction score from nearly 400 surveyed customers was a 9.0 on a scale of 1-10, with 10 being the highest. Satisfaction was measured on a number of factors ranging from courtesy and helpfulness of employees (9.3) to upkeep of the water and sewer system (9.2) to the ease of understanding a bill (9.3). PWL Ninety percent of customers surveyed said they were happy with the taste and clarity of their water, and 93 percent of customers surveyed believe they are getting good value for what they pay.

The Service Authority is also doing an effective job communicating to its customer base. PWL Seventy-seven percent of those who read The Pipeline quarterly newsletter found it useful while 84 percent of those who read the annual Water Quality Report found it informative.

“The survey results are a good indicator that our staff takes customer service and customer satisfaction very seriously,” said General Manager Dean Dickey.

To further improve its relationship with its customers, the Service Authority will be handing out customer satisfaction survey cards in the near future. These cards will either be hung on door tags or given directly to customers once work has been performed in their area. The cards will also feature instructions on how to provide feedback through a brief survey on the utility’s website.

The Service Authority already conducts independent monthly surveys with customers who have had direct contact with the utility, either in-person, on the phone or through email. In fiscal year 2015, the average overall satisfaction score on a scale of 1-10 was 9.1 for its monthly surveys.

This outstanding satisfaction rate goes hand in hand with the Service Authority’s efforts to lower its abandoned call rate, which measures the percentage of customers that hang up before reaching a customer service agent. When Dickey first started in 2005, the abandoned call rate at times reached 15 percent. Now it consistently sits at two percent or below, a standard that Finance Director Astrid Nelson calls “top-performing” in the industry.

“Minimizing the amount of time customers are on hold is a key contributor to a positive customer experience,” said Nelson.

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