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Customer complaint management and smart technology adoption by community water systems

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  • DiCarlo, Morgan
  • Berglund, Emily Zechman
  • Kaza, Nikhil
  • Grieshop, Andrew
  • Shealy, Luke
  • Behr, Adam

Abstract

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.

Suggested Citation

  • DiCarlo, Morgan & Berglund, Emily Zechman & Kaza, Nikhil & Grieshop, Andrew & Shealy, Luke & Behr, Adam, 2023. "Customer complaint management and smart technology adoption by community water systems," Utilities Policy, Elsevier, vol. 80(C).
    • Handle: RePEc:eee:juipol:v:80:y:2023:i:c:s0957178722001291
    DOI: 10.1016/j.jup.2022.101465
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    References listed on IDEAS

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    1. Christopher Boyer & Damian Adams & Tatiana Borisova & Christopher Clark, 2012. "Factors Driving Water Utility Rate Structure Choice: Evidence from Four Southern U.S. States," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 26(10), pages 2747-2760, August.
    2. Dziedzic, Rebecca M. & Karney, Bryan W., 2016. "Analyzing water customer service expectations: A case study of the City of Guelph," Utilities Policy, Elsevier, vol. 41(C), pages 67-76.
    3. Emily M. Zechman, 2011. "Agent‐Based Modeling to Simulate Contamination Events and Evaluate Threat Management Strategies in Water Distribution Systems," Risk Analysis, John Wiley & Sons, vol. 31(5), pages 758-772, May.
    4. Garcia-Cuerva, Laura & Berglund, Emily Z. & Binder, Andrew R., 2016. "Public perceptions of water shortages, conservation behaviors, and support for water reuse in the U.S," Resources, Conservation & Recycling, Elsevier, vol. 113(C), pages 106-115.
    5. Annesi, Nora & Battaglia, Massimo & Frey, Marco, 2021. "Stakeholder engagement by an Italian water utility company: Insight from participant observation of dialogism," Utilities Policy, Elsevier, vol. 72(C).
    6. Evans, Jessica & Carpenter, Adam T., 2019. "Utility approaches to evaluating the effectiveness of consumer confidence reports," Utilities Policy, Elsevier, vol. 58(C), pages 136-144.
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    Cited by:

    1. Cahn, Amir & Katz, David & Ghermandi, Andrea & Prevos, Peter, 2023. "Initiating data-as-a-service adoption in water utilities: A service design approach," Utilities Policy, Elsevier, vol. 84(C).

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