Laundry block user in Antananrivo

What can the water sector learn about customer service from UK energy providers?

By Annie Hall, Marketing Specialist Learning from other sectors is a fundamental part of WSUP’s approach. We bring together experiences from civil society, academia, and the private sector. In fact, it was WSUP’s interest in the role of the private sector, and the drive to understand low-income consumer needs, that convinced me to make the […]


School sanitation in Aeroporto B

The virtuous circle of good customer service: experience from Mozambique

By Antonio Madeira, Head of Water, Mozambique Creating stronger service providers, a core strategic goal for WSUP’s 2020-2025 business plan, requires development of scalable business models that allow services to be provided to low-income customers at a profit. There are two fundamental ways to make a business model more profitable: increasing revenue or reducing costs […]


Rangpur citywide inclusive sanitation photoshoot

Marketing the un-marketable? Selling sanitation in Bangladesh

In an environment where many are unwilling to pay for sanitation, how can we promote safe services? In Bangladesh, WSUP is trialling different marketing models to encourage greater uptake of services. We tested door-to-door brand promoters with promotions running in trusted shops (retail agents), to find out which were more effective at targeting different stages […]


NAWASSCO official and residents

Customer experience: everyone’s business and no one’s responsibility

By Lorine Arodi, Business Development Lead, Kenya Opinions formed at the point of purchase are not fixed. Customers continually re-evaluate the value of the products and services they buy against the experience they receive, which is why companies must invest time and resources in continuing to satisfy customer experience expectations. Customer experience is the subjective […]