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CONTENTS
ABOUT US
DIALOGUE WITH STAKEHOLDERS
ECONOMIC PERFORMANCE
WORKFORCE
CUSTOMERS
SHAREHOLDERS
FINANCIAL INSTITUTIONS
SUPPLIERS
PUBLIC ADMINISTRATION
LOCAL COMMUNITIES
THE ENVIRONMENT AND FUTURE GENERATIONS
APPENDICES
Credits
5
CUSTOMERS
5.1
5.2
5.3
5.4
5.5
5.6
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5.1
OBJECTIVES AND PERFORMANCE
5.2
CUSTOMER BASE (COMPOSITION)
5.3
CUSTOMER LOYALTY BUILDING
5.4
TARIFFS AND BILLING
5.5
SERVICE QUALITY
5.6
QUALITY OF DRINKING WATER
5.7
SERVICE SAFETY
5.8
CUSTOMER RELATIONS