V. Políticas
2. Opciones de una flexibilización benigna
Dear Customer, Kindly be informed that CMWU customer services department is conducting a field research to investigate new approaches in order to develop the services and its relationship with water and wastewater customers in the city of Rafah. This comes as part of CMWU approach to introduce the modern management concepts in building the relationship with the customers and investigate their aspirations and desires in order to design the proper cooperation and communication plans.
Therefore, we urge you dear customer to cooperate with us in filing this questionnaire, taking into consideration that you are free to participate or to abstain, and the information you provides will be dealt with in confidentiality and will be used only for the purpose of the research which will leads to developing the provided service.
Best Regards
1. Personnel information:
Age 20-29 30-39
40-49 More than 50
Educational level Less than high school High school Diploma BCs. MCS PHd Monthly income / NIS Less than 1000 1001-2000 2001-3000 3001-5000 5001-7000 More than 7000
2. How often you pay the water bill?
Monthly 3-6 Months
2-3 Months More than that
3. Paying the bill occurs through?
Customer services office Water meter reader 4. Did you visit CMWU customer services office?
Yes No
5. Did you visit CMWU web site?
Yes No
No Item Strangely agree Agree Don’t know Disagree Strongly disagree CRM concept adoption and its effects on customers satisfaction
1 I am satisfied of the services provided by the CMWU
2 I feel satisfied in case CMWU, called me to ask for my opinion regarding the provided services
3 I feel satisfied in case CMWU , contact me by phone , cell phone or Email
4 I feel satisfied if I received congratulations letter from the CMWU in religious and public events.
5 I feel satisfied if I received congratulations letter from the CMWU in my personnel events.
6 I feel satisfied when I pay the water bill in a monthly basis.
7 I feel satisfied when I pay the water bill on a regular basis
8 I am satisfied with the water distribution mechanism followed by CMWU considering the current circumstances,
9 I am feeling satisfied if I found the answers for my questions in CMWU web-site 10 I am feeling satisfied when the CMWU asks
me about the suitable time to visit me by the water meter reader
11 I am feeling satisfied in case the CMWU developed effective communication tools with the customers
12 I feel satisfied in case the information regarding the provided services can be found in the CMWU web site.
13 I feel satisfied in case the CMWU committed of a unified water distribution schedule and it does not make any changes unless it informs me of these changes first.
CRM concept adoption and its effects on customer’s acquisition. (start paying the water bills ) 1 I will pay the bill in case the water meter
reader visited me within my suggested times 2 I will pay the water bills in case the
employees in the CMWU treated me in a respect and descent way.
3 I will pay the water bill in case the CMWU develop its relation with its customers and become closer to them.
4 I will pay the water bill in case the CMWU communicate with me continuously
5 I will pay the water bills in case I felt that the employees in the CMWU taking good care of me
No Item Strangely agree Agree Don’t know Disagree Strongly disagree 6 I will pay the water bill in case I receive
personal and private care from CMWU employees.
7 I will feel happy if I receive the water bill with special congratulation for special events for me.
8 I will appreciate and respect the CMWU in case it shows more interest of the customers and their complaints
9 I will pay the water bill in case the CMWU continue its rewards campaigns
10 I will pay the water bill in case the CMWU develop the proper’s tools of quick response to customers complaints
11 I feel that providing good water and sanitation services will lead to changing the way the customers dealing with CMWU.
12 Providing the information regarding the services provided by the CMWU in easy and comfortable way to the customers will lead to develop the relation with them.
13 Staff response to me as a customer leads to changing the way I deal with CMWU water bill.
14 Employee quick and decent response to my calls leads to great response from me to the water bill.
CRM concept adoption and its effects on customer’s retention. (customers continuously pay the water bills )
1 I advise my friends and my neighbors to continuously pay the water bills.
2 I will continue paying the water bills if the CMWU develop the provided services. 3 I will continue paying the CMWU water bill
in case it develop proper communication channel with the customers and stays close to them.
4 I will continue paying the water bills in case the CMWU communicate with me
continuously and personally
5 I mention the CMWU in a good way when its being mentioned
6 I feel comfort in the CMWU customer services office.
7 I think that the continuous communication with the customers using different
communication tools will lead to continuity of paying the water bills.
8 I will continue paying the water bills
disregarding the way the CMWU treating me as a customer
No Item Strangely agree Agree Don’t know Disagree Strongly disagree plan to deal with the monthly commitments
10 I will continue paying the water bill in case the CMWU contact me in my special events
CRM concept adoption and its effects on decreasing customer’s loss. 1 I will not stop paying the water bills in case
the CMWU takes care of the customers and their complaints
2 I will not stop paying the water bills in case the CMWU continue developing the provided services
3 I don’t feel good when I did not pay the water bill especially if the CMWU treated me well. 4 I don’t feel good when the water bills arrears
accumulated , especially if the CMWU establish continues communication with me 5 I will not stop paying the water bills in case I
felt of the development of the provided services.
6 I will not stop paying the water bills in case the CMWU continue its communication with the customers and taking care of their complaints
7 I will not stop paying the water bill in case I felt that the CMWU dealing with the customers in good and appropriate way 8 I will not stop paying the water bill in case I
felt the employees of the CMWU takes care of me.
9 I will not stop paying the water bills in case the CMWU responded to my preferable way of paying the water bill.
10 I will not stop paying the water bill in case the CMWU develop special ways to pay the water bill which takes into account my time and my complaints
11 I will not stop paying the water bill in case I felt that the CMWU considering the
economical situation for the customers.
Appendix 3: Questionnaire (Arabic Version)