Setting and Evaluating Customer Service Standards – WSAA Occasional Paper No 6

WSAA Occasional Paper No 6


This paper outlines a method to establish a framework to help evaluate both the benefits (from the customers’ perspective) and costs of proposed higher standards for customer service provision. The project has three separate modules:

  • The identification of customer preferences and a methodology for measuring these preferences;
  • The economic component which values customers’ preferences, measures social costs
    associated with water interruptions and develops the overall cost benefit framework; and
  • The identification and evaluation of lifecycle costs of meeting standards for water continuity.

Setting and Evaluating Customer Service Standards