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Guidelines for Customer Survey and Complaint Management

About the session

#OperatorsStage
Languages: EN

Customers should be satisfied, with the product quality, the water supply and the service. This will attract potential customers, stimulate the payment behavior of existing customers and reduce NRW. That’s why it is important to gather customer feedback and make action plans to improve customer satisfaction. We will tell more about this context and importance and share our thoughts about customer survey and complaint management based on WOP experiences in many countries, and a case in Indonesia.

Agenda :
Introduction Customer Orientation
Marcel Lips Manager Marketing, Vitens Watercompany

Guideline Customer Survey
Marcel Lips Manager Marketing, Vitens Watercompany

Guideline Complaint Management
Christine Kolenbrander Senior Employee Customer Service, Vitens Watercompany
Marcel Lips Manager Marketing, Vitens Watercompany

Conclusions
Marcel Lips Manager Marketing, Vitens Watercompany

Q&A
Marcel Lips Manager Marketing, Vitens Watercompany
Christine Kolenbrander Senior Employee Customer Service, Vitens Watercompany

Co-conveners

VEI/WWX