{"id":3836,"date":"2026-06-29T14:38:28","date_gmt":"2026-06-29T18:38:28","guid":{"rendered":"https:\/\/water.phila.gov\/blog\/?p=3836"},"modified":"2026-06-29T14:49:50","modified_gmt":"2026-06-29T18:49:50","slug":"were-listening-call-survey","status":"publish","type":"post","link":"https:\/\/water.phila.gov\/blog\/were-listening-call-survey\/","title":{"rendered":"We’re listening"},"content":{"rendered":"

When customers call us, they’re often dealing with something urgent: a high bill, a water issue, or a service concern. That moment matters – and so does how we respond.<\/p>\n

That’s why we’ve started asking a simple question after each call: How did we do?<\/strong><\/p>\n

Last summer, we launched a new customer experience survey in our Contact Center, in which we ask customers to share some quick feedback after speaking with a representative.<\/p>\n

So far, thousands of customers have told us what’s working – and where we need to improve.<\/p>\n

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Co-created with the people who answer the phones<\/h2>\n
\"Representatives<\/div>\n

One thing that makes this survey different? It wasn’t just designed by researchers behind closed doors. Our Contact Center representatives – the people who speak with customers every day – worked with ImpactED<\/a> researchers to design the survey.<\/p>\n

\u201cOur reps played a key role in the development of our after-call survey,\u201d said Paul\u00a0Fugazzotto<\/strong>, Assistant\u00a0Deputy\u00a0Commissioner.<\/cite> \u201cThrough workshops with ImpactED, they helped identify what mattered most, and after piloting the survey, they gave feedback that led us to revise the questions to better reflect real customer interactions.\u201d<\/p><\/blockquote>\n

That collaboration made the survey more meaningful for those who are actually working directly with customers.<\/p>\n

\u201cWhen our team joined forces with ImpactED, we created more than a survey \u2014 we created a shared vision of what matters most to our customers. Together, we listen, learn, and shape a better way to serve the people who trust us every day.\u201d \u2014 Pamela\u00a0Adams<\/strong>, Assistant\u00a0Manager, PWD\u00a0Contact\u00a0Center<\/cite><\/p><\/blockquote>\n

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What we heard<\/h2>\n

The survey is short: just a few questions about how helpful, respectful, and clear the interaction was. And while most customers say they had a positive experience, the results show that we’re not getting it right every time.<\/p>\n

Here’s what we’ve learned so far from over 7,500 customers<\/strong>:<\/p>\n

“Based on today\u2019s call, please rate your experience with the Contact Center representative.”<\/h3>\n
\"Pie<\/a><\/div>\n