5.4 ERMUSR 05-10-2022 - Laserfiche WebLink

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Executive Summary Key Finding 1: Overall satisfaction with ERMU is generally high. ERMU gets a 6 out of 7 by customers for reliability and ease of doing business, both high scores. The rating is 5.9 out of 7 (similarly high). The lowest score among the satisfaction ratings is 5.4 for the efficiency rebate programs. Key Finding 2: The Net Promoter Score in Q1 2022 for ERMU is 42.5, which is in the good. ERMUQ1 2022 NPS score was 42.5good (which is a score of 0-50). Based on customer comments in this report, the Q1 2022 score was strong because customers say service is reliable and employees are friendly and helpful. The score does not and above in part because some customers voiced dissatisfaction with rates and fees. Details in the report. Key Finding 3: ERMU gets strong grades for involvement in the community. Respondents rated ERMU 8.2 out of 10 for its efforts to be involved in the community. Key Finding 4: The communications experience with ERMU is highly positive. Overall, customers rated communications with ERMU through customer service staff at 8.2 out of 10, which is high. While customer service staff were characterized as prompt and helpful, several respondents mentioned that some staff were not friendly. Yet in another overall measure of all staff (not just customer service staff), respondents rated their satisfaction as 8.8, even higher than they rated customer service staff. The customer newsletter is highly relied on by customers for information about ERMU. Key Finding 5: Value for the money was lower than other scores, but still high on an absolute basis. While there were an equal number of comments about rates being reasonable vs. rates being too high, overall, s still high on a 1 to 10 rating scale in absolute terms. Demographics are included at the end of the report. All verbatims are included at the end of the report, organized by question. A list of customers who want to be contacted by ERMU is provided separately. 4 97