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Balancing Collection Performance and Service Ratings

SKU: 20597
Helpful information for formulating water utility policies that will maximize both revenue and customer satisfaction.

Description

Fiscal health and customer satisfaction are the dominant performance indicators for public utility companies. However, customers view some fiscal policies that may be positive for a utility's fiscal health, such as securing deposits, as negative in relation to their satisfaction with the water utility. This book describes the impacts of credit and collections policies on revenues and customer satisfaction ratings at municipal utilities. Utility managers and financial officers will find much helpful information for formulating utility policies that will maximize both revenue and customer satisfaction.
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