CFC participants must be current WSSC Water customers, commit to a one-year term and agree to a phone screening. The initial phone screening outlines the objectives and expectations of the CFC and obtains demographic information from the customer.
Demographic information helps WSSC Water segment and understand feedback more explicitly. By working through a third-party moderator, personal customer information and commentary is kept separate, and WSSC Water personnel are “blind” to participants’ water and sewer service accounts.
How it Works
Participants receive emails asking them to sign on to a moderated online dashboard, which is monitored daily by a third-party in conjunction with WSSC Water Community Outreach and Customer Service. Each month, WSSC Water highlights one main activity for CFC participants to perform, based on project and business priorities. Pop-up surveys and special activities may also be added throughout the month. Participants can also ask questions and add comments at any time in an open forum.
When more comprehensive follow-up is required, a subset of CFC members may be asked to come to WSSC Water headquarters to discuss their feedback in detail, serving as a ready-made focus group.
CFC participants are rewarded with points for different levels of participation in the activities. Each month a winner is chosen by either a lottery or highest number of points, depending on the number and types of activities provided. At the end of the calendar year, participants with the most activity points are eligible for additional prizes. Prizes are modest but help to encourage participation and quick turnaround time.