CCWA Transactional IMPACT ANALYSIS 2017.pdf

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Clayton County Water Authority Transaction Based Study

Impact Analysis

January 2017

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TABLE OF CONTENTS

1. Methodology

2. Impact Analysis Defined Dissatisfaction [DISSAT] Importance [IMPORT] Impact [IMPACT]

3. Executive Summary Statistical Observations of Note

4. Impact Results

5. Survey Results M1 - Gender S1 - How would you rate your overall satisfaction with your recent transaction?

M2 - How did you contact The Water Authority?

M3 - What was the reason for this particular contact with The Water Authority?

S2 The ease of contacting The Water Authority?

S3 - The ease of using The Water Authority's phone system?

S4 - The menu choices provided to you?

M4 - Have you ever received an automated courtesy call form the Clayton County Water Authority to avoid disconnection of your service?

M5 - Was the message clear and easy to understand?

M6 - Was the information provided in the message helpful?

M7 - Did the reminder give you an adequate amount of time to correct the issue?

M8 - Which office location did you visit?

M9 - What prompted you to visit a Water Authority office rather than calling the customer service number?

M11 - Do you recall what time of day you visited the office? Would you say it was:

M12 - Approximately how long were you at the office? Would you say it was:

S5 - The wait time it took to reach a representative?

S6 - The knowledge or ability of the representative who handled your request?

S7 - The courtesy shown by the representative?

S8 - The concern and helpfulness shown by the representative regarding your request or inquiry?

S9 – The professionalism of the representative you spoke to?

S10 - The hours of operation of the Clayton County Water Authority office you visited M13 - Was your recent contact with The Water Authority the result of a prior inquiry that was not resolved?

M14 - Was your reason for contacting The Water Authority fully resolved with this last contact?

M15 - As a result of your contact with Clayton County Water Authority did anyone from The Water Authority need to make a visit to your home or property?

M16 - Were you or someone else present when the field technician visited your home or property?

M17 - Did the technician leave a door hanger with information on what was done during their visit?

M18 - Was the information helpful?

S11 - Your overall satisfaction with the field service that was performed?

S12 - The knowledge or ability of the technician who handled your request?

S13 - The professionalism and courtesy of the technician?

S14 -The respect the field service representative showed for your property?

M19 - Was the field service completed with one visit?

S15 - How satisfied are you with the amount of time it took to fix the problem?

M20 - Are you aware that the Clayton County Water Authority provides an automated telephone self-service option for many service related issues?

M21 - Have you ever used automated telephone self service?

S16 -How would you rate your experience with Clayton County Water Authority's automated telephone Self Service capabilities?

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M22 - Did you try using the automated telephone self service option before contacting the Clayton County Water Authority for this most recent issue?

M23 - Are you aware that the Clayton County Water Authority provides an Online self-service option for many service related issues?

M24 - Have you ever used the online self service?

S17 - How would you rate your experience with Clayton County Water Authority's online Self Service capabilities?

M25 - Did you try using the automated online self service option before contacting the Clayton County Water Authority for this most recent issue?

6. Overall Satisfaction Crosstabs (Q4 2017) S1 - How would you rate your overall satisfaction with your recent transaction?

S1 - How would you rate your overall satisfaction with your recent transaction?

S1 - How would you rate your overall satisfaction with your recent transaction?

S1 - How would you rate your overall satisfaction with your recent transaction?

7. Method of Contact Cross Tabs (Q4 2017) S5 The wait time it took to reach a representative?

S6 - The knowledge or ability of the representative who handled your request?

S7 -The courtesy shown by the representative?

S8 - The concern and helpfulness shown by the representative regarding your request or inquiry?

S9 - The professionalism of the representative you spoke to?

Appendix A: Survey Script

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1. Methodology

The following are the results of a customer satisfaction program designed to gather feedback from customers who had recently contacted Clayton County Water Authority (CCWA). The questionnaire was designed to measure satisfaction with various aspects of a typical customer’s contact experience with CCWA across multiple attributes relating to the automated phone system, office visits, the customer service representative, contact resolution and field service.

This is the summary result of approximately 400 telephone surveys (Appendix A) performed with a random sample of CCWA customers who had recently contacted the Water Authority. All the surveys were completed between October and December 2017 (400 Surveys).

The maximum Margins of Error for the top-level percentages provided in this report are as follows:

Segment Sample Size Margin of Error

Recent Transactions 400 ± 4.8%

The Impact Analysis portion of this report is compared to the most recent Impact Analysis conducted for this study, which was based on Q1 2016 data (n=400).

For the purposes of proportions analysis, each of the following categories were segmented by response across appropriate key attributes to determine if there were any significant differences between subsectors. Significant differences are highlighted in the section 3 of this report.

▪ Q4 2017 (n=400) vs. Q4 2016 (n=399)

(The following are based on 2017 results only)

▪ Gender

▪ Field Service

▪ Telephone vs. Office Visit

▪ CCWA Credit Score

▪ Average Monthly Water Usage

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2. Impact Analysis Defined For the purposes of this report, appropriate responses were compiled and analyzed for each of the following attributes:

Dissatisfaction [DISSAT] Dissatisfaction is the percent of customers that selected a response in the less desirable portion of the response spectrum.1 In the case of an attribute that is not necessarily undesirable, the proportion represents the response that most closely correlates with overall dissatisfaction.

Prioritizing management decisions solely on the ranked results of this measure would increase satisfaction in those areas with the lowest scores. However, without taking into account how important each attribute is to overall satisfaction, you may find little improvement in overall satisfaction and/or retention.

An example would be if it were determined that 80 percent of the customers calling your organization surveyed were dissatisfied with the hold time required to reach a representative. The end result of replacing the phone system or hiring more people would only ensure that more people would be more satisfied in regards to the hold time. After making the large capital expenditure there might be no shift whatsoever in the overall customer satisfaction because the hold time, though annoying, was not important.

Importance [IMPORT] Importance is the relative amount of influence a measured item tends to have on the Overall Satisfaction score.

For the purpose of analysis, importance is represented as the average difference in the overall satisfaction score between those satisfied with a given attribute and those dissatisfied by the same attribute.

When deciding which areas to improve customer satisfaction, it is generally a good idea to take into account how important each measured attribute is to the average customer. A key concept to keep in mind about importance is that where items fall on the importance index are generally driven by culture (corporate, local, regional or national) and are more difficult to move up and down the list.

It is this combination of how many customers are dissatisfied [DISSAT] and to what degree [IMPORT] that we establish relative Impact on the overall satisfaction level of the customer base.

Impact [IMPACT] Impact is defined as the degree to which the combination of Dissatisfaction and Importance impact the Overall Satisfaction score for the entire customer base. By prioritizing management decisions based on the ranked results (highest to lowest) of the impact values would tend to maximize the overall customer satisfaction score.

For the purpose of analysis, the impact index is calculated using the following equation: [IMPACT] = [IMPORT] x [DISSAT]. The resulting values are then normalized so all the impact values add up to 100.

1 This includes all scores less than 7 for score-based questions.

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3. Executive Summary 2014 Q4 2016 2017 Q4

Average Overall Satisfaction with Recent Transaction 8.5 8.9 9.0

Percent Satisfied1 Overall with Recent Transaction 85% 90% 88%

How would the surveyed customer base be described in terms of their overall satisfaction with their recent contact?

Eighty-eight percent (88%) of respondents who had recently contacted Clayton County Water Authority indicated they were satisfied overall with their most recent service request, yielding a score of 9.0 on the 1 to 10 scale. Representative’s Professionalism and Courtesy have the largest impact on overall satisfaction across the transactional base. The third most impactful attribute is the wait time, followed by Representative Knowledge, Representative Concern & Helpfulness, and Reason for contact resolved.

Any improvement in these attributes or their perception will have the greatest effect on satisfaction with the most recent service request.

Looking at Overall Satisfaction cross tabs (Section 6), we can see that there is a significant difference between customers whose reason for contacting The Water Authority was fully resolved with the prior contact (9.2) compared to those whose issue was not resolved (7.3). Furthermore, respondents who did not require a visit to their home/property as a result of their contact reported significantly higher average satisfaction (9.1) than customers who required a visit (8.1).

The Method of Contact cross tabs (Section 7) reveals the only significant difference between customers who contacted The Water Authority via an Office Visit versus Telephone to be the satisfaction with the wait time, where Office Visit respondents had a significantly higher average rating (9.5) compared to customers who contacted the Water Authority via Telephone (9.0).

Which attributes are more important, or, tend to have a larger influence on an individual respondent’s overall satisfaction with CCWA?

1. Representative Professionalism (2)2

2. Representative Courtesy (3)

3. Representative Knowledge (1)

Which attributes most frequently produced dissatisfaction?

1. (9%) Reason Resolved with current Contact (3)

2. (8%) Require Field Service (1)

3. (8%) Representative Wait Time (4)

Which attributes, if improved, would more likely contribute to a higher level of overall satisfaction across the customer base? 3

1. Representative Professionalism (7)

2. Representative Courtesy (6)

3. Representative Wait Time (8)

1 For the purposes of this study, satisfied is indicated by a score greater than or equal to 7 on a scale of 1 to 10.

2 (n) indicates the ranking of this attribute in 2016 3 IMPORTANT: Conversely, these IMPACT items would also be more likely lead to a lower overall satisfaction score if there were any increase in dissatisfaction among them.

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Overall Satisfaction

Survey respondents were asked to rate their overall satisfaction with their most recent transaction using a 1 to 10 scale. In Q4 2017, 88% of respondents gave a satisfied score of 7 or higher, yielding an overall satisfaction score of 9.0.

Contact Channel and Reason

Nearly three-fourths (74%) of respondents indicated they had made contact by telephone and one-fourth (25%) indicated it was an office visit. The most common reasons for contact were to make a payment (31%), payment arrangements (18%) and general billing questions (17%).

Respondents rated the ease with which they could contact The Water Authority a 9.3, with 94% awarding a score of seven or higher.

Phone System & Auto Reminders

Among those who used the IVR system 91% were satisfied with the ease of using the system resulting in an average score of 9.1. IVR choices were rated a 9.1, with a 92% satisfaction level.

Nearly one-third of respondents (30%) indicated they had received an automated courtesy reminder at some time from Clayton County Water Authority. Among those who recalled receiving the reminder 96% indicated the reminder was easy to understand and 97% indicated the information provided was helpful. Nearly nine-in-ten respondents (88%) indicated the reminder gave them adequate time to respond or correct the issue.

Office Visit

Sixty percent (60%) of those respondents who indicated they made an office visit did so at the Battle Creek location. The remaining 40% visited the Forest Park location.

When asked what prompted them to visit an office rather than call the customer service number, 32% indicated it was personal preference and 30% indicated it was to make a payment.

More respondents indicated they visited an office during the morning (43%) than midday (37%) or afternoon (20%). Eighty-three percent (83%) indicated the length of their office visit was less than 15 minutes, with an additional 14% indicating it was between 15 and 30 minutes. Ninety-seven percent (97%) of office visitors were satisfied with the hours of operation of the Water Authority’s office locations.

Customer Service Representative

Ninety-two percent (92%) of all respondents, regardless of contact channel, were satisfied with the wait time it took to reach a representative.

Service Representative Courtesy, Knowledge/Ability, and Concern/Helpfulness all scored a 9.4 on the satisfaction scale, while Representative Professionalism rated slightly higher (9.5).

Contact Resolution

About one-in-twenty (6%) indicated their most recent contact was due to a prior inquiry that was not resolved.

Less than one-in-ten (9%) indicated their most recent contact was not fully resolved with their last contact.

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Field Service

About one-in-twelve (8%) of all respondents indicated field service was required as the result of their recent contact. For 63% of the visits, the respondent or someone else was present during the field service. A third (33%) of those twelve respondents who indicated no one was present for field service said the technician left a door hanger with information regarding what was done. Three of the four customers (75%) who found the door hanger indicated the information was helpful.

Seventy-nine percent (79%) of respondents indicated they were satisfied with the service that was performed, yielding a score of 8.4.

The highest satisfaction scores regarding the field service representatives were regarding Field Rep Knowledge (9.0), followed by Field Rep Professionalism (8.9), and respect for property (8.7).

Eighty-one percent (81%) of respondents indicated the field service was completed with one visit.

Seventy-five percent (75%) indicated they were satisfied with the amount of time it took to fix the problem, yielding a score of 7.9.

Self-Service Options

Sixty-five percent (65%) of respondents indicated they are aware of the self-service IVR option and over half (53%) of them have used it at some point in time. Among those who used it, 92% were satisfied with the experience, yielding a satisfaction score of 8.9.

Among those respondents who indicated they had used the self-service IVR option in the past, 42% indicated they had first tried to use it prior to their most recent phone/office contact.

Seventy percent (70%) of respondents indicated they are aware of the online self-service option and 40% of them have used it at some point in time. Among those who used it, 91% were satisfied with the experience, yielding a satisfaction score of 8.8.

Among those respondents who indicated they had used the self-service online option in the past, 32% indicated they had first tried to use it prior to their most recent phone/office contact.

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Statistical Observations of Note The following observations highlight statistically significant differences between respondent subgroups.

These are differences that may be stated with some level of confidence based upon the current sample size and response distribution.

It is important to note that these observations only highlight differences that are large enough to identify with a reasonable level of confidence; meaning they are unlikely due to chance. The absence of an observation does not indicate the absence of a difference, but rather there is insufficient data to draw a conclusion with a reasonable level of confidence. Bolded observations indicate an attribute ranked in the top 3 Impact items.

Gender

▪ Females were significantly more likely (33%) than males (22%) to have ever received an automated courtesy call from CCWA to avoid disconnection of their service.

▪ Females were significantly more likely (21%) than males (10%) to contact The Water Authority for Payment Arrangements.

▪ Males were significantly more likely (6%) than females (1%) to be dissatisfied (1-4 rating) with the wait time it took to reach a representative.

▪ Females were significantly more likely (68%) than males (44%) to be aware that the CCWA provides an automated telephone self-service option for many service related issues.

▪ Females are significantly more likely (46%) than males (25%) to have ever used the online self-service option.

Field Service Visit vs. No Field Service Visit

▪ We observe a number of differences in contact reason between respondents whose contact resulted in a field service visit (A) and those that did not require field service (B). The following bullets show a comparison of contact reason distribution differences between both groups (A%/B%).

▪ Average overall satisfaction (8.1 / 9.1)

▪ Dissatisfaction with the ease of contacting The Water Authority (9% / 1%)

▪ Contact reason: Problems with meter / Water Pressure / Leak (19% / 3%)

▪ Contact reason: Water Quality (12% / 3%)

▪ Contact reason: Collections / Shut-off (12% / 3%)

▪ Contact reason: Make a Payment (12% / 33%)

▪ Wait time to reach representative (8.5 / 9.2)

▪ Knowledge/Ability of representative to handle request (8.7 / 9.5)

▪ Courtesy shown by the representative (8.8 / 9.5)

▪ Professionalism of the representative (8.4 / 9.6)

▪ Reason for contacting The Water Authority not fully resolved with this last contact (26% / 8%)

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Telephone vs. Office Visit

▪ Respondents who contacted The Water Authority via Telephone were significantly more likely than those who visited the office to make contact for payment arrangements (24% / 2%) and general billing (22% / 6%), while Office Visit respondents were significantly more likely to contact in order to make a payment (65% / 17%).

▪ Office visit respondents provided a significantly higher average rating (9.5) than telephone respondents (9.0) considering the wait time it took to reach a representative.

▪ Telephone respondents were significantly more likely (73%) than office visit respondents (56%) to be aware that CCWA provides an online self-service option, and telephone respondents were also significantly more likely to have used the online self-service (43% / 23%).

CCWA Credit Score ‘A’ vs. ‘B’ or lower

▪ Respondents with a credit score of A were significantly more likely (4%) than B, C or D (1%) to be dissatisfied with the ease of contacting The Water Authority.

▪ Respondents with a credit score of A were significantly more likely (89%) than B, C or D (57%) to have never received an automated courtesy call from CCWA to avoid disconnection of service.

▪ Respondents with a credit score of B or lower were significantly more likely (53%) than A (29%) to have visited the office in the morning.

▪ Respondents with a credit score of A were significantly more likely (6%) than B, C or D (2%) to have contacted The Water Authority for a leak adjustment, while B, C, or D respondents (26%) are significantly more likely than A (7%) to have contacted The Water Authority to make payment arrangements.

▪ Respondents with a credit score of B or lower were significantly more likely (94%) than A (86%) to have their reason for contacting The Water Authority fully resolved with their most recent contact.

▪ Respondents with a credit score of B or lower were significantly more likely (60%) than A (42%) to have ever used the automated telephone self-service, and they have a significantly higher average satisfaction score regarding the telephone self-service’s capabilities (9.1 / 8.3).

▪ In addition to using the telephone self-service system more often, respondents with ‘B’ or lower credit scores are significantly more likely than A to have ever used the online self-service system (47% / 28%).

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Average Monthly Water Usage (<5,000 gallons vs. 5,000 gallons or more)

For simplicity, respondents with an average usage of less than 5,000 gallons will be referred to as low volume customers and respondents with an average usage of 5,000 gallons or more will be referred to as high volume customers. In data provided by CCWA, the variable ‘AVG_WATERUSE’ was used for classification.

▪ High volume customers are significantly more likely than low volume customers to have received an automated courtesy call from CCWA to avoid disconnection of their service (39% / 19%).

▪ High volume customers are significantly more likely than low volume customers to have contacted The Water Authority to make payment arrangements (24% / 13%).

2016 Q4 VS. 2017 Q4

The following observations were based upon 399 surveys completed in 2016 Q4 and 400 surveys completed in 2017 Q4.

Respondents in Q4 2017…

▪ …visited The Water Authority’s office in midday significantly more often (37%) than in Q4 2016 (20%).

▪ …contacted The Water Authority to discuss water quality significantly more often (4%) than in Q4 2016 (1%).

▪ …reported significantly lower satisfaction (95%) with the courtesy shown by the representative and the professionalism of the representative compared to Q4 2016 (98%).

▪ …reported significantly lower average overall satisfaction with the field service that was performed (8.4) compared to Q4 2016 (9.5).

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4. Impact Results Eleven attributes were considered in the Impact Analysis regarding customers’ overall satisfaction.

The following table is sorted in IMPACT order with those attributes at the top of the list having the greatest impact on overall satisfaction across the measured population.

IMPACT TABLE1

1 In the case of an attribute that is not necessarily undesirable, the proportion represents the response that most closely correlates with overall dissatisfaction.

ATTRIBUTE IMPORT DISSAT IMPACT

S9 - Representative Professionalism 3.9 5.0% 12.2

S7 - Representative Courtesy 3.6 5.3% 11.8

S5 - Representative Wait Time 2.5 7.5% 11.7

S6 - Representative Knowledge 3.4 5.0% 10.6

S8 - Representative Concern & Helpfulness 2.9 5.8% 10.4

M14 - Reason Resolved 1.9 8.8% 10.4

S4 - IVR Choices 2.4 5.8% 8.6

S2 - Ease of Contact 2.5 5.5% 8.6

S3 - IVR Ease of Use 1.6 5.8% 5.7

M15 - Require Field Service 1.0 8.3% 5.1

M13 - Repeat Contact 1.3 6.0% 4.9

AVG 2.5 6.2% 9.1

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Another view to place DISSAT and IMPORT into perspective is the X/Y scatter chart or Quadrant Analysis. Along the X-axis we find the relative importance of each attribute. Along the Y-axis we find the percent of the population that indicated they were dissatisfied with the particular attribute.

CAUTION: The axis is for the purposes of relative positioning of the attributes. It does not necessarily indicate Clayton County Water Authority standards.

In the most general use of this chart, you would focus on any attributes that appear in the upper right quadrant as they represent a higher incidence of dissatisfaction with the more important attributes.

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5. Survey Results This section of the report includes all of the survey results in survey order along with any key findings or observations. The following charts are provided for the convenience of comparing all score-based responses on a single chart; the first by distribution and the second by average score.

90%

95%

91%

94% 95%

98%

96%

98% 97% 97%

100%

97%

87%

85%

91%

88%

94%

91% 92% 92%

95%95% 94%

95%

97%

79%

87% 86%

82%

75%

92% 91%

70%

75%

80%

85%

90%

95%

100%

Percent Satisfied

Q4 2016 Q4 2017

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8.9

9.4

9.1 9.1 9.0

9.4

9.6

9.4

9.6

9.5 9.5

9.8 9.8

9.3

8.9

8.7

8.9 9.0

9.3

9.1 9.1 9.1

9.4 9.4 9.4

9.5 9.5

8.4

9.0 8.9

8.7

7.9

8.9 8.8

7.0

7.5

8.0

8.5

9.0

9.5

10.0

Average Scores

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M1 - Gender

Quarter and Year

A B

M

G e n d e r

Base 396 100%

Male 100 25%

28%

Female 296 75%

72%

Cell Contents:

- Count

- Column Percentage

- Statistical Test Results Statistics:

- Column Proportions:

Columns Tested (5%): A/B Minimum Base: 30 (**), Small Base: 100 (*)

- Column Means:

Columns Tested (5%): A/B Minimum Base: 30 (**), Small Base: 100 (*)

25% 28%

75% 72%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Q4 2016 Q4 2017

M1 - Gender

Female

Male

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S1 - On a scale of 1 to 10 where 1 is very dissatisfied and 10 is very satisfied, how would you rate your overall satisfaction with your recent transaction?

A B

S

H o w w o u ld y o u r a te y o u r o v e ra ll s a ti s fa c ti o n w it h y o u r re c e n t tr a n s a c ti o n

Base 399

Satisfied [7-10] 359 90%

88%

Neutral [5-6] 21 5%

8%

Dissatisfied [1-4] 19

4%

Mean 8.9

9.0

90% 88%

5% 8% 5% 4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Q4 2016 Q4 2017

S1 - How would you rate your overall satisfaction with your recent transaction?

Dissatisfied [1-4]

Neutral [5-6]

Satisfied [7-10]

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Q1 - What would you say is your primary reason for that score?

Primary Reason for Overall Satisfaction

1 2 3 4 5 6 7 8 9 10

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Category Score Q1 – Primary reason for Overall Satisfaction Score

Billing 10 I called in reference to my bill. I forgot to pay the bill through bill pay so it would get to them on time. I was able to drop the payment at the office, so I would not have to pay a late fee.

10 I just called to ask what my balance was.

10 I paid my bill online.

10 I was calling regarding my bill. I didn't understand why it was so high. They were really nice. They went over the details of the bill. They took the payment over the phone for me since I was unable to go down to the office.

10 I was happy to have a low bill.

10 I went through the drive through. It was quick.

10 It is easy to pay your bill online.

10 They cut it off when I paid the water. I paid with a check. They went on and checked and I didn't have my account number on the check and someone used it to pay their bill twice.

10 When I go to the office to pay my bill I have no problem.

9 I called in to change my bill cycle date. I was not able to change my bill cycle date.

9 I wanted to see if she would waive a late fee, but she wasn't very friendly about telling me no.

9 My water pipes have been leaking, so my bill has been high.

9 The bill need to go down.

9 They closed early for the holiday. I left my payment in the drop box and was charged a late fee. When I called the late fee was removed.

9 We don't get our bill on time.

8 I never really got an answer to my question. I just went ahead and paid my bill.

8 It's hard to pay my bill online.

7 I was calling to pay my bill.

7 I was hoping that they had received my money order.

7 It could have been a little better. I pay my water bill. I am still looking into paying my bill.

7 It's too high.

6 I didn't want to pay it. Our house is vacant and abandoned, and I wanted to know why the bill was so high. The lady said that there has to be a bill of at least twenty-five dollars for that area.

6 I was unhappy with my bill and I had a leak.

6 It was not easy to finalize the transaction. The representative made it sound like it was the company's personal issue.

6 It's just because of not being able to tell me my bill amount and trying to figure out the process of why my bill is taking so long.

6 The low score is because of the amount of time going through the automated system. The person I spoke to was very courteous.

5 I was not able to make a payment on the phone or online.

3 I went paperless, I still get charged a fee to pay my bill. I thought the reason for going paperless, was to be able to make a payment online without a fee. I made a payment in the drive-up window, so I wouldn't have to pay an extra fee.

3 The water bill was lost, and I called it in and paid it by mail. They sent me a bill for two months’ worth and said that I didn't pay the other one.

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2 It was forced upon. It wasn't a good situation. The lack of customer service skill.

The way the representative speaks to you. Eva was very, very helpful. She explained the issues. She said there was no reason I had to make a payment that was not due.

1 I talked to the representatives three or four times about an automated payment and the payment option kept repeating my card number over using an extra digit at the end.

Customer Care 10 Anything I ask, you all answer the questions and are polite.

10 As far as the service goes it’s a ten, but the policies are stopping me from fixing my problems.

10 Because everyone has good etiquette.

10 Courtesy and polite.

10 Customer service was good.

10 Customer service was good.

10 Customer service was great. They take care of you. The lady was very courteous and knowledgeable and resolved my issue.

10 Every time I call them they are very courteous, and they are able to solve my problems.

10 Every time I call they're professional.

10 Every time I call, all I get is satisfactory service.

10 Every time I call they are very courteous.

10 Everyone was very helpful and answered all my questions.

10 Good customer service.

10 Good customer service.

10 Good customer service.

10 Good service.

10 He was patient, professional and he was courteous.

10 He was very nice.

10 I felt that they were very kind and courteous and very helpful of what I wanted to know. I replaced a toilet that I didn't use so much. The new toilet was water efficient and the old one was not.

10 I get good customer service.

10 I had a friendly experience and it did not take that long.

10 I had customer service who was prompt and she understood my hardship.

10 I have always had good service.

10 I have always received good customer service.

10 I like the customer service.

10 I like the way I was treated, and everything was done in a timely manner.

10 I think you're easy to talk to.

10 I told them when I could make a payment and they were nice.

10 I was helped; and the rep was quick.

10 I'm big on customer service and she was very helpful and courteous. She answered my question.

10 It was customer service. She was very pleasant.

10 It was great customer service.

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10 It was great customer service.

10 It was great customer service.

10 It's because of the courtesy.

10 She answered everything I wanted. We had a busted pipe in the yard and it flooded. My bill was $700, and we only paid $300.

10 She answered my questions and was very pleasant.

10 She had a very good customer relations attitude and made me feel better about being poor.

10 She was courteous.

10 She was helpful and gave me what I needed.

10 She was overall a nice person. She greeted me and was very professional.

10 She was polite and courteous.

10 She was pretty much able to get me help for the situation I thought I had.

10 She was very nice and when she took my payment she told me happy holidays.

10 She was very nice.

10 She was very pleasant. She took the time out.

10 The customer service was good.

10 The agent made sure I was satisfied. She was thorough.

10 The courtesy. The voice. The personality. A welcoming and warm voice. The feeling you get from the representatives make you feel very comfortable.

10 The customer care representative was very friendly, and she answered my questions.

10 The customer service I received was great.

10 The customer service person I spoke to met all my requirements.

10 The customer service representative was able to answer my questions.

10 The customer service representative was helpful, nice, and pleasant.

10 The customer service representative was informative and very nice.

10 The customer service representative was really good.

10 The customer service representative was very nice. She was very helpful

10 The customer service that I was given was good. I have had some that was nice and courteous. I'm on a fixed income and whenever I call to make the payment arrangements they are helpful and no problem what so ever.

10 The customer service was all great.

10 The customer service was fine.

10 The customer service was great.

10 The customer service was great.

10 The customer service.

10 The customer service.

10 The customer service.

10 The employees were pleasant.

10 The good service.

10 The great customer service.

10 The lady I spoke to was outstanding.

10 The lady that usually helps me is very polite.

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10 The lady took the time to explain to me what I needed to know as far as what was going on with my bill. She was very polite and interested in helping me get it straightened out.

10 The lady was professional and nice.

10 The lady was really helpful, informative and well versed.

10 The lady who was working with me was very calm and nice. She checked back with me to make sure I had everything I needed. She kept me informed of how things were going. She was very personable.

10 The manager was awesome. It was excellent customer service.

10 The people are friendly.

10 The people I spoke to were very nice.

10 The person I spoke to was very patient and explained what was causing the problem. She helped me clear it up.

10 The person I spoke with was very nice. I did not expect the answer she gave me.

10 The person that assisted me on the phone was very kind and courteous in trying to find all the information that in needed.

10 The person that waited on me was very courteous.

10 The person that waited on me was very courteous. He was kind and he was quick.

10 The person was extremely nice and polite.

10 The person was really sufficient and really helpful.

10 The personality I spoke with was nice.

10 The reason is, the individual I worked with was very thorough. Once I explained the problem, she listened to the problem, and went and found a resolution to my problem.

10 The rep explained things to me about the reason for my call. The situation was taken care of. I never received a bill.

10 The representative did what she said she would do to help me with my bill.

10 The representative provided good customer service.

10 The representative that I spoke with was very helpful and knowledgeable. She reassured me that my payment was received, and my water would be restored.

10 The representative was helpful.

10 The representative was knowledgeable and nice.

10 The representative was very helpful, and she took her time with me.

10 The representative was very helpful, and knowledgeable.

10 The representative was very helpful.

10 The representative was very helpful.

10 The representative was very polite and helpful and courtesy. Always explains things to me. I have never had any problems with them.

10 The service was good.

10 The technician was very understanding and gave me the answers that I need to understand. It was very easy.

10 The young lady I spoke to was very pleasant. She helped me tremendously with all my questions. She was great!

10 The young lady was very helpful and very pleasant.

10 Their professionalism and courtesy.

10 They always give me the right answer. They always answer questions.

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10 They always treat us good and they have very good service.

10 They answer all of my questions and concerns.

10 They answered every question I asked and was helpful.

10 They answered my problem.

10 They answered my questions and did what I asked her to do.

10 They answered my questions.

10 They answered quick and answered my questions.

10 They are always nice to me.

10 They are friendly and quick.

10 They are very informative and very helpful. They answered all of my questions.

10 They asked a lot of questions correctly.

10 They explained everything to me about the bill.

10 They go above and beyond.

10 They have good customer service.

10 They have good service.

10 They helped me out when I needed it.

10 They tell me info that's needed and have excellent service.

10 They were courteous and nice. I never have a problem with them.

10 They were friendly and fast.

10 They were good.

10 They were helpful and knowledgeable.

10 They were helpful and polite.

10 They were knowledgeable, and they took the time to help me.

10 They were nice and polite.

10 They were polite and explained my bill.

10 They were professional and helpful.

10 They were real polite.

10 They were very concerned and helpful. I needed some help with trying to pay my bill.

10 They were very friendly.

10 They were very good.

10 They were very helpful, nice and any questions we had, they answered them.

10 They're always courteous. They're very polite. They have a drive through which is really convenient. It's not like Georgia Power where you have to stand in line at Walmart.

10 They're always pleasant when I pay my bill.

10 They're always polite when we go and pay the bill.

10 They're very friendly.

10 They've actually got good customer service, even when I call on the phone or come into the building.

10 They've always been very helpful anytime I've needed them.

10 When I called they are very courteous and do a good job in helping me out.

10 When I go, they're always kind.

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9 I used to get reminders and just recently I have not been getting any reminders.

9 She was nice but could not fully accommodate me.

9 She was very kind. She told me what to do and what they were going to do. She was very informative.

9 The associate took the time out to explain the billing. She was very nice.

9 The customer service was great there.

9 The lady helped me. The automated system never works for me.

9 The person I spoke to was thorough.

9 The person that I spoke with was a little nonchalant.

9 The service was good.

9 The service was good.

8 In the beginning she wasn't quite friendly until I broke the ice.

8 She listened to me. It was good customer service.

8 She said to check to see if there were any leaks around the house.

8 The conversation I had with the customer service person made me think she wasn't customer friendly.

8 Their professionalism.

8 They answered my questions and they were courteous.

8 They are always courteous and kind. They speak to you in a decent manner.

8 They spoke with me. Their customer service was nice, it was good.

8 They worked with me.

7 They work with you. They help you out with everything.

6 I was trying to notify the cashier there may be a leak on my property. She was telling me to check everything in my house first. I didn't care for her nonchalant attitude. She wasn't concerned.

6 The lady was very rude.

5 Lack of communication about the water leak and the charges. I had a really hard time getting the leak repaired.

5 Saying things that are not true.

5 She wasn't very pleasant.

5 She wouldn't give me an extension.

5 The representative was rude when I asked a question. I asked to speak to another representative and she was helpful and friendly.

5 The young ladies were very nice and appreciative of people coming in.

3 The first time I called, the lady didn't believe I had a problem with the water tasting bad and feeling bad when I took a shower and the second time I called the man was very nice.

1 I'm dissatisfied with the service. I think they make up their own rules.

1 Rude customer service and no prior info regarding my bill.

1 The level of service I receive is not where it should have been at.

1 The representative was disrespectful, she hung the phone up on me, and had no compassion in her tone of voice for the way she spoke to me. I had a serious problem and she was unwilling to assist me.

Don't Know 10 I don't know.

10 I don't know.

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10 Not sure.

8 I don’t know.

8 I don't know.

8 No reason.

8 Nothing changed from my call.

General Satisfaction

10 CCWA is a good place.

10 Everything is updated. It is all fine.

10 Everything was fine.

10 Everything was taken care of.

10 Everything went smoothly.

10 I always get a confirmation number if I need it.

10 I always have good service with the water authority.

10 I called and was satisfied.

10 I could see who I was talking to.

10 I did not have any problems. They are very professional and try to do everything they can to help resolve your problems.

10 I got a good result from it.

10 I got a satisfaction solution. The lady gave me a credit or at least she said she was.

10 I have always been accommodated.

10 I was just satisfied. I called to get my account number.

10 I was satisfied.

10 I was very satisfied, no problems with them.

10 I was very satisfied.

10 I'm always satisfied. They answer my questions.

10 I'm very satisfied. I've been with them for about ten to twenty years at least.

10 It was easy to get it done, everything I was trying to do.

10 It was easy.

10 It was fast.

10 It was quick and easy, and everything got done.

10 It was very good, and I liked the people I came in contact with.

10 It's because I was satisfied. I never had any issues.

10 It's because when I call every time I am always satisfied.

10 Ten.

10 The water is good.

10 They knew what they were talking about.

10 They were very helpful and very skilled.

10 They were very helpful to me.

10 They were very helpful.

10 They were very helpful.

10 They were very nice.

10 Whenever I call, I get good results.

9 Everything's been good.

9 I am very pleased.

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9 I asked the question and she answered them to the best of her ability. I was satisfied.

9 It was effortless, it was very easy and the person I spoke to was very knowledgeable.

9 It was very good.

9 They were great. It wasn't over the top, but it was good.

8 Everything was fine. I never received the bill for the last bill so I called because, I was charged a late fee.

8 Talking to an automated system.

No Problems 10 I didn't have any issues.

10 I didn't have any problems and they worked out an agreement with me.

10 I didn't have any problems.

10 I didn't have any problems.

10 I didn't have any problems.

10 I don't have any complaints.

10 I don't have any problem with them.

10 I don't have any problems making payments.

10 I don't have any problems with them.

10 I don't have any problems with them.

10 I don't have any problems.

10 I get good service and haven't had any problems whatsoever.

10 I got the service that I requested.

10 I got what I needed.

10 I had no issues.

10 I had no problem.

10 I had no problems.

10 I have never had a problem with them and they are always nice.

10 I have never had a problem with this company.

10 I have no problems when I call.

10 I haven't had any issues.

10 I haven't had any problems with the water authority. They are willing to work with you when you are short with your payment.

10 I never had any problems from them.

10 It was a smooth and easy transaction.

10 It was an easy process.

10 It was fine, I was happy.

10 It was just a basic phone call. I was just making a payment.

10 It was taken care of.

10 It was the process that got done.

10 I've never had a problem with them ever.

10 Since I've had CCWA they have always been on their job.

10 They did everything I asked them to do.

10 They did what I needed them to do.

10 We have water, we alright.

9 I don't have a reason.

9 I don't have any complaints.

9 I don't have any problems with the water system. It's pretty good.

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9 I don't have any problems with them.

9 I had no issues.

9 It was okay. I can't think of what it was.

9 It was pretty easy.

9 There weren't any problems.

8 All I had to do was pay the bill.

8 I don't have any problems.

8 I got all the answers I wanted.

8 It was okay.

8 It was okay.

5 It was normal.

5 The automated system gave the information that I needed. I prefer not to go through the automated system.

Nobody's Perfect

Don’t Know

I have a hard time with them. When you use my card to make a payment, the payment never goes through.

9 It's a nine.

9 No one’s perfect.

8 I am never able to get things done the same day.

8 I figured eight is a good number.

8 I have to keep regulating the water pressure itself.

8 I just want to say an eight.

8 I'll just say no one is perfect.

8 It's because it's always room for improvement.

8 Sometimes the water can stop working.

7 The website was not working, that's why I called in.

6 That's the first number that popped in my head.

5 I called about the odor and the smell. The water has been like this for more than three weeks.

5 I called them, and I didn't really get satisfaction.

5 I got a bill for $20 and we don't even use the water. We don't even turn it on.

5 That's just what I feel.

5 They didn't communicate with me. I was not communicated with properly.

5 They were unable to do what I asked.

4 The taste of the water. It doesn't taste right.

2 I called four different times, I don't believe it was the agents fault. The payment system was duplicating numbers. When I enter the numbers from my card, the system would duplicate the numbers.

Other 10 No.

8 I'm not there all the time.

8 There was a water truck cleaning out the water up the street from my house. I was trying to find out if the water truck that was cleaning out the sewer down the street, had anything to do with why my water will not completely stop running.

7 They immediately disconnected my service without notice. You should give more time to elderly people.

6 Confusing. I am listed on places I never lived at. They charged me for two places.

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4 The rebate was misleading, if you had a toilet older than 1980 I was over the age limit. I changed out both toilets with the rebate and after I changed them, I took over the receipt and was told by the city of Atlanta it had to be approved by the county.

1 The phone system kept hanging up on me, so I had to go the office.

Payment Arrangements

10 I am always taken care of and they work with me with payments.

10 I asked to make an arrangement. The arrangement was done in a timely manner.

10 They are always helpful when I have issues with my bills. They are flexible with me.

10 They made an adjustment with the leak I had.

10 They negotiated with me. They gave me time to pay in installments.

10 When I made my payment arrangements, they were able to satisfy my needs.

10 When we do get behind we make arrangement and it is not a problem. I don't have any issue. They actually did a readjustment. Yes, it’s a ten.

9 They gave me time, they helped me out on my water.

8 They took $36 dollars off my bill.

6 I received a shut off notice.

5 I have a payment arrangement until the end of the month. I will have to ask for an extension on the arrangement because I will not have the money at that time.

5 I only had four payment arrangements a year and that shouldn't be all that you're allowed.

5 I used to pay my bill at the drive thru. One of the tellers asked if I had a water leak.

I thought that having the water leak on the receipt, proving that I had a water leak would be enough proof to show why my bill was so high.

Payments 10 I liked the accuracy of the automated system.

Rates 6 The price is expensive.

5 I have complained before the cost of my water usage stays the same, but my water bill fluctuates. The water comes out muddy.

3 The bill rates keep going up.

Resolution 10 I had a water leak in my yard last month. The leak was repaired, I talk to a representative

10 I had used their automated system to pay water the bill. I didn't realize I was three months behind. I thought when they sent the notice to me they were paying it.

They weren't. I didn't know the water was off.

10 I was able to communicate and get the job done.

10 I was calling about the cycle date. I was quite satisfied, and I became aware of the dates after the call.

10 I was happy that they worked with me. The high bill was due to a leak and they discounted my bill for the leak.

10 I'm just disappointed that there was no solution to the algae instead of waiting for the cold to come in. It seems like they could add something to the water. Customer service is usually good with me.

10 My question was answered, and the matter got taken care of in a timely basis.

10 The young lady said someone would come out and they came in a half an hour.

10 They came in a timely manner and it was done.

Clayton…