5.8a ERMUSR 11-8-2022 - Laserfiche WebLink

Home Browse Search

Key F::iindIiing I.: Over: HH satiisfactbn i-th ERMU is generaIIIIy Ngh. ERMU gets a 6.2 for overall satisfaction out of 7 by customers, largely based on high scores for reliability and ease of doing business. The lowest score among the satisfaction ratings is 5.3 for the efficiency rebate programs. Key F::iindIiing 2.:..rhe Net [:Irornoter Score in (D3 2.02.2..for ERMU is 52, ° Nch is in the IiexceIIIIent" range, u.aip.frorn (D_I. 2022. ERMU's Q3 2022 NIPS score jumped to 52 (in the excellent range, above 50) from ERMU's Q1 2022 NIPS score of 42.5, in the "good" range (which is a score of 0-50). NIPS is a broadly recognized measure of overall customer satisfaction. Based on customer comments in this report, the Q3 2022 score was strong because customers appreciate ERMU's reliability and customer service. The score remains in the excellent range even though some customers complained about utility costs or the fact that ERMU has a Key F::indiing 3: EROrJllU gets rnediiu.airn....<;trong grad: es for inv IIvernent in the cornrinu.air inky. Respondents rated ERMU 7.6 in Q3 2022 for efforts to be involved in the community, out of a 1-10 rating choice. The rating was 8.1 in Q1 2022, so it dropped slightly in Q3. Key F::indiing 4.:...rhe cornrinu.airflcatbns experience Mkh ERMU is lflglfly poi: itive and Overall, customers rated communications with ERMU through customer service staff at 8.5 out of 10, which is high, and up slightly from Q1 2022, when the score was 8.2. While customer service staff were characterized as prompt and helpful by 21 written comments, 3 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 8.9, even higher than they rated customer service staff. The customer newsletter, followed by the ERMU website, is highly relied on by customers for information about ERMU. There was a moderate interest in adding a text chat. Key F::iindIiing : Va hale .for the rinoney was IIower than other scores, but stflIII Ngh or) an Overall, customers rated ERMU's value for the money at 7.4. This is lower than other ratings and represents a drop in the value rating from 7.7 in Q1 2022, it is 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 .M