Customer Survey Guidelines

2021 - Developed by WaterWorX Community of Practice Customer Relations

erstellt von:

Marcel Lips, Marc van Hal, Christien Kolenbrander

herausgegeben von:

Waterworx | GWOPA


This document can serve as a guideline for setting up and improving a customer survey.

A well-defined process with clear defined responsibilities and tasks will increase customer satisfaction and needs to be embedded in the entire organization; not only the customer service department will have to work with the results. It should be a part of customer orientation supported by the whole organization.
Assigning responsibilities is one of the key factors that contribute to the success. For example:

  • Who is responsible for which action?
  • How is progress monitored?
  • What are related topics (e.g. complaint management)
  • Making a fixed agenda item in the management meeting




Waterworx | GWOPA