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Project #394

Consumer Attitude Survey Update

$132,000
Completed
Principal Investigator
Robert
Hurd
Research Manager
Albert L Ilges
Contractor
Robert Hurd & Associates, Inc.
Customer Relations & Stakeholder Engagement
Water Quality
Microbes & Pathogens

Abstract

Updates the 1993 survey (project #802) with survey data from 1996 - 97 at the national level. Discusses trends in public confidence and expectations, perceptions, and satisfaction. Also identifies the driving factors behind these attitudes and trends, and assesses the impact of media on public confidence and customer satisfaction. Discusses the implications of these findings for measuring customer attitudes at the local utility level. Ended in 2003. A report of partial findings is available to WRF subscribers.