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Why surveys work and how they can disappoint

Topic: 
UTILITIES--SURVEYS
Author: 
Goetz, Melanie K.
Publisher/Date: 
Denver, Colo. : AWWA, 2016
Note: 
In Journal AWWA -- Vol. 108 - no. 8 (May 2016)
Summary: 
Not only can a carefully written survey retrieve a wealth of information and customer sentiment, it is a way for a utility to control how a message is communicated.

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