CLIAMS:We claim:

1. A method performed by a utility providing entity for estimating customer experience, the method comprising:
receiving one or more interaction parameters associated with an interaction between the utility providing entity and a customer entity;
determining, by a hardware processor in communication with the utility providing entity, a first interaction score based on the received one or more interaction parameters;
determining a second interaction score based on the first interaction score and a feedback rating, provided by the customer entity, associated with the interaction;
determining a third interaction score based on the second interaction score and a time interval between the interaction and a previous interaction between the utility providing entity and the customer entity;
determining a customer experience score associated with the interaction based on the third interaction score and a stored customer experience score associated with the previous interaction; and
providing the customer experience score.

2. The method of claim 1, wherein the utility providing entity comprises a water utility providing entity.

3. The method of claim 1, wherein the interaction between the utility providing entity and the customer entity comprises one or more of receiving a written feedback from the customer, a voice call with the customer, a video call with the customer, or receiving an electronic mail from the customer.

4. The method of claim 1, wherein determining the second interaction score comprises:
determining a feedback weightage based on the one or more interaction parameters associated with the interaction; and
determining the second interaction score based on a weighted summation of the first interaction score and the feedback rating according to the feedback weightage.

5. The method of claim 1, wherein determining the third interaction score comprises:
determining a repeated interaction weightage based on the time interval between the interaction and the previous interaction between the utility providing entity and the customer entity; and
determining the third interaction score as a percentage of the second interaction score, wherein the percentage is determined based on the repeated interaction weightage.

6. The method of claim 1, wherein determining the customer experience score comprises:
determining an interaction age weightage based on the one or more interaction parameters associated with the interaction; and
determining the customer experience score based on a weighted summation of the third interaction score and the stored customer experience score associated with the previous interaction, according to the interaction age weightage.

7. A utility providing apparatus for estimating customer experience, the apparatus comprising:
at least one hardware processor; and
a memory including instructions executable by the at least one hardware processor, wherein the instructions configure the at least one hardware processor to:
receive one or more interaction parameters associated with an interaction between the utility providing apparatus and a customer entity;
determine a first interaction score based on the received one or more interaction parameters;
determine a second interaction score based on the first interaction score and a feedback rating, provided by the customer entity, associated with the interaction;
determine a third interaction score based on the second interaction score and a time interval between the interaction and a previous interaction between the utility providing entity and the customer entity;
determine a customer experience score associated with the interaction based on the third interaction score and a stored customer experience score associated with the previous interaction; and
provide the customer experience score.

8. The apparatus of claim 7, wherein the utility providing apparatus comprises a water utility providing apparatus.

9. The apparatus of claim 7, wherein the interaction between the utility providing apparatus and the customer entity comprises one or more of receiving a written feedback from the customer, a voice call with the customer, a video call with the customer, or receiving an electronic mail from the customer.

10. The apparatus of claim 7, wherein the instructions further configure the at least one hardware processor to:
determine a feedback weightage based on the one or more interaction parameters associated with the interaction; and
determine the second interaction score based on a weighted summation of the first interaction score and the feedback rating according to the feedback weightage.

11. The apparatus of claim 7, wherein the instructions further configure the at least one hardware processor to:
determine a repeated interaction weightage based on the time interval between the interaction and the previous interaction between the utility providing entity and the customer entity; and
determine the third interaction score as a percentage of the second interaction score, wherein the percentage is determined based on the repeated interaction weightage.

12. The apparatus of claim 7, wherein the instructions further configure the at least one hardware processor to:
determine an interaction age weightage based on the one or more interaction parameters associated with the interaction; and

determine the customer experience score based on a weighted summation of the third interaction score and the stored customer experience score associated with the previous interaction, according to the interaction age weightage.

Dated this 18th day of January, 2014
R Ramya Rao
Of K&S Partners
Agent for the Applicant

,TagSPECI:TECHNICAL FIELD
This disclosure relates generally to water utility entities, and more particularly to methods and systems for estimating customer experience by a water utility entity.