Complaint response mechanism appraisal using probability trees for customer satisfaction in urban utilities

Customer satisfaction in urban water utilities is susceptible to major structural issues: curb box adjustment with excavation; minor structural issues: dole valve repair; pressure issues: no water emergency or low pressure due to a booster station being turned off; or water quality issues: taste and odor. Dissatisfaction builds up due to delayed call attendance and overdue utility responses, followed by a higher resolution time than customer acceptance. An efficient complaint response mechanism secures satisfied customers. This study developed a framework for appraising utilities' response to complaints using probability trees, categorizing complaints based on their frequency, nature (emergency/non-emergency), position (utility/customer-side issue), response time (immediately/within 4 h), and overall resolution period (same day/delayed). Probability trees demonstrate the progression of customer dissatisfaction during responses to various complaints. The appraisal identified the following main inefficiencies: i) late response to emergency complaints, ii) delays in complete resolution compared to the customer's perceived time, iii) delayed repairs due to missing equipment, iv) inadequate staff's obligatory response to an emergency complaint, postponing pending complaints, and v) source water quality. The appraisal outcomes help urban utilities to identify performance deficiencies during the response process, additional staffing and equipment requirements, and desired infrastructural improvements to enhance customer satisfaction.