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Customer Level of Service Assessment

  • 1.  Customer Level of Service Assessment

    Posted 27-01-2021 10:53
    Seeking advice if organisations have generated and used surveys to assess customer levels of service expectations for infrastructure assets

    Graeme Hawes
    Mackay Regional Council
    Manager Technical Services
    Pro Cert 2

  • 2.  RE: Customer Level of Service Assessment

    Posted 28-01-2021 14:51

    The IIMM (2015 version) simply has the term "level of service gap".

    Going back to the 2011 version – same thing. However in 2006 it mentioned Zeithaml as a reference (link below).


    Expectations/perception can be swapped for Importance/Satisfaction.

    Improvements of Assets of high importance with low satisfaction can then be prioritised.

    Brendan Fuller
    Gladstone Regional Council
    design standards and regulations officer

    Pro Cert 2

  • 3.  RE: Customer Level of Service Assessment

    Posted 01-02-2021 09:46
    Hi Graeme,

    IPWEA's Practice Note 8 - Level of Service & Community Engagement is based on the IIMM, NAMS+, the former ACELG research and working papers and various community engagement and consultation guidelines issued by Australian State Governments.

    You may find it useful in your endeavours as there are several case studies and examples to help guide the process in meeting service delivery expectations.

    Hope this helps.

    Stephen Verity | IPWEA Australasia

    Pro Cert 2

  • 4.  RE: Customer Level of Service Assessment

    Posted 01-03-2021 09:18
      |   view attached
    Hi Graeme. Prior to my joining here (Portland Water Bureau), a survey was generated with aid from the local university (Portland State University) back in 2016.
    The goal was to help define the external key service levels so we can set the internal / operational service levels (to support the external service levels). I am attaching the relevant report. I believe the cost was around USD36000 in 2016. It does not contain only infrastructure operations related questions but also customer service related service levels (e.g., outage hours, phone service hold times).

    Mert Muftugil
    Portland OR
    United States

    Pro Cert 2