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A copy of the report was given to each Commissionerand was included in the commission <br />packet. <br /> <br />Moved by Commissioner Bell and seconded by Commissioner Westgaard to receive the <br />2021 Annual Report. Motion carried 5-0. <br /> <br /> <br />5.3 2022 First Quarter Delinquent Items <br /> <br />Ms. Karpinski reported on thefirst quarter delinquent items.She stated our write-offs are <br />about the same as last year and are generally low to begin with. Ms. Karpinski commended <br />the work of the customerservice team. <br />Chair Dietz asked for clarification on the total amount collected from Revenue Recapture. Ms. <br />Karpinski explained the amount collected may not only be for first quarter of this year but <br />also from prior delinquencies. <br /> <br />Moved by Commissioner Stewart and seconded by Commissioner Nadeau to approve <br />the 2022 First Quarter Delinquent Items submitted. Motion carried 5-0. <br /> <br />5.4 Customer Satisfaction Survey Results <br /> <br /> Ms. Slominski presented the first Customer Satisfaction Survey Report from Q Market <br />Research. She explained in prior years a customer satisfaction survey was part of the Utilities <br />Performance Metric Incentive Compensation (UPMIC) score but was removed due to a low <br />response rate. ERMU entered into a contract with Q Market Research with hopes to <br />incorporate a customer survey back into the UPMIC. <br /> <br /> The first round of 1000 surveys yielded 87 responses which is a higher response rate than <br />previous years when the survey was conducted by ERMU staff. Ms. Slominski noted that this <br />survey also allowed for participants to opt in to being reached for follow up and/or additional <br />feedback which was one of staff’s goals. <br /> <br /> Ms. Slominski added there is money budgeted to conduct another survey in the fall and <br />ERMU will continue to review this process to see if targeting smaller geographical areas yields <br />more responses. <br /> <br /> She added the initial results show we are providing good service and we hope to see this <br />favorable feedback continue in the future. <br /> <br /> Commissioner Stewart asked for clarification on the geographic areas contacted in the first <br />survey distribution. Ms. Slominski did not have that information on hand but did explain that <br />the customers were selected utilizing ERMU’s billing cycle structure which divides the service <br />territory into sections. Ms. Slominski stated that she would provide that information to the <br />Commission at a future date. There was discussion. <br />Elk River Municipal Utilities Commission Meeting Minutes <br />May 10, 2022 <br />Page 3 <br /> <br />36 <br />