5.3a ERMUSR 05-09-2023 - Laserfiche WebLink

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Executive Summary Key Finding 1: Overall satisfaction with ERMU is generally high. 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. These ratings are similar to past quarters. Key Finding 2: The Net Promoter Score in Q3 2022 for ERMU is 39.0, which is in the "good" range, down from Q3 2022, which was in the "excellent" range. ERMU's Q1 2023 NIPS score dropped to 39.0 from 52 at the end of 2022. NIPS is a broadly recognized measure of overall customer satisfaction. Based on customer comments in this report, the Q1 2023 score was lower because of the twin pressures on families of inflation and higher utility rates. The ERMU NIPS could also have decreased due to numerous complaints about the trash service. Details in the report. Key Finding 3: ERMU gets medium -strong grades for involvement in the community. Respondents rated ERMU 7.5 in Q1 2023 for efforts to be involved in the community, out of a 1-10 rating choice. The rating is similar to the rating in Q3, 2022. Key Finding 4: The communications experience with ERMU is positive, but not perfect. Overall, customers rated communications with ERMU through customer service staff at 8.3 out of 10, which very similar to past quarters. While customer service staff were characterized as prompt and helpful in 31 written comments, 16 respondents mentioned that some staff were not friendly. (Enough mentions of staff being rude or not helpful suggests some concern.) Overall, satisfaction with all staff is rated at 8.6 out of 10. The customer newsletter, followed by the ERMU website, 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. Overall, customers rated ERMU's value for the money at 7.4. This is similar to Q3 2022. It is still high on a 1 to 10 rating scale in absolute terms. There were many complaints about high costs, rates and fees, so this high value rating on suggests that respondents recognize that inflation, rather than management mistakes, are the culprit. 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. rd 9 ,