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Water and sewer companies face the challenge of improving customers' satisfaction, simultaneously with their awareness on environmental issues. Results provided by surveys are essential for environment management and to monitor customer perception on services quality of water companies. However, their activity is strongly linked with social responsibility because they provide vital services to communities. This study proposes an innovative approach based on a longitudinal study that makesdoi:10.1051/matecconf/202134203018 fatcat:shfzj7i7uza4ja6apn4wqjarjy