National Study on the Customer Services of the Albanian Water Utility Companies



This Report has been prepared to assist the Water Regulatory Authority of Albania to assess the level of Customer Services as compared to international best practice in order to improve Customer Services in the water utilities. This innovative study describes the situation of the Water Utilities in Albania from the customer’s point of view placing his issues and concerns central to the decision making process.
The study focuses on seven functional areas that generally water supply and sewerage utilities aggregate under the category of Customer Service. Conclusions and recommendations of the report highlight the need of improving relations with customer and putting the customers at the center of the companies’ strategies translating this into qualified and trained customer centered staff, coordination with Local Government Shareholders and commitment of resources of the companies.

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