Wanting to improve the quality of the service they provide, the Philadelphia Water Department developed a survey with BeHeardPhilly℠. Two surveys were conducted. The first was a Comprehensive Customer Satisfaction Survey of nearly 2,000 customers. The second was a field survey about perceptions of construction project satisfaction administered to 400 people across 10 recently completed construction sites.
The Comprehensive Customer Satiation Survey asked questions related to experiences with: general customer satisfaction, drinking Philadelphia water, bill paying, contacting the Water Revenue Bureau, contacting the Service Department, and overall communication and notifications from Philadelphia Water. Finally, all respondents were asked to provide general feedback to Philadelphia Water. For example, respondents were asked how the pay their bill.
The goal of the Construction Project was to better understand the experiences of residents who had been affected by Philadelphia Water construction projects in the past. Philadelphia Water selected ten past construction sites throughout the city to intercept and interview residents about their experiences. Respondents were asked questions about being inconvenienced from a Water Department related construction project.
