Challenge: Community Outreach.
How do you improve customer satisfaction? BNA Communications gave California American Water customers on the Monterey Peninsula a fresh outlook on their water and wastewater provider. By publicizing the positive activities the company did for the community, customers reached a clear understanding of the value of their water service.Keeping customers satisfied is important. An opinion poll conducted in November 2013 revealed that customer perceptions of and attitudes towards California American Water (CAW) were below performance targets. Using these findings, CAW sought to identify and directly address customer concerns.
To showcase their involvement in the local community, BNA prepared a three-pronged outreach program that focused on how CAW cares for the environment, community and their customers. The program involved a series of community outreach projects that incorporated these three themes.
The community outreach program was a success. CAW demonstrated that they care about the environment, community, and their customers. A follow-up customer satisfaction study found that public opinion for CAW reached all-time record highs in trust, belief that CAW is environmentally friendly, and overall service reliability. In addition, all of the project components received considerable media coverage and generated interest on social media. The community outreach program played an important role in improving CAW’s community identity, setting the foundation for continued involvement in the years to come.
Sponsorship Activities Managed: