Use the detailed items below as a guide for discussions of the above general questions. Assuming that the discussion is focused on relevant areas, allow it to go in the direction that the customer takes it. If the discussion drifts from issues of satisfaction or service, or if participants are reluctant to talk, use the questions below to steer the discussion back to satisfaction service issues.
1. '''Water Quality'''
1.1 What is your opinion about the water delivered by your PDAM (safety, taste, color, smell, etc.)?
2. '''Schedule of Operations'''
2.1 Do you have a 24 hour supply of water?
3. '''Unscheduled Outages'''
3.1 During periods when you are scheduled to have water, how often do you NOT have water?
4. '''Bill Determination'''
4.1 Do you approve of your current water tariff?
5. '''Billing Arrangements'''
5.1 Do you receive a bill every month?
6. '''Payment Procedures'''
6.1 How can you pay your bill?
7. '''Non-Payment Procedures'''
7.1 Do you ever not pay your bill?
8. '''PDAM-Customer Interaction'''
8.1 What is your opinion about your interaction with PDAM?
9. '''Repair Service'''
9.1 What is the procedure for getting repairs?
10. '''New Connections/New Taps'''
10.1 What is the procedure for obtaining a new connection?
11. '''Other PDAM Water Services'''
11.1 What other PDAM services do you use ? (e.g., “terminal air” and/or “hidran air”)
12. '''Maintenance'''
12.1 Does your PDAM carry out routine maintenance that you are aware of?
