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Congress sessions will take stock of current water and sanitation operators’ issues, showcase good approaches, and offer recommendations for how operators can tackle challenges through peer-to-peer partnerships.

Each theme will be addressed through a combination of roundtables, dialogues, and sessions based on offer and demand received through the call.

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Guidelines for Customer Survey and Complaint Management


Thursday 28 October — 9:00-10:00 (CEST)

Languages: English

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.