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Moved by Commissioner Bell and seconded by Commissioner Zerwas to approve the <br />2023 first quarter delinquent items submitted. Motion carried 5-0. <br />5.3 Customer Satisfaction Survey <br />Ms. Youngs presented the first quarter Customer Satisfaction Survey Report on behalf of <br />Mr. Mauren who was unable to attend the commission meeting. She stated that ERMU's <br />net promoter score went from excellent in 2022 to good in the first quarter of 2023. <br />Based on customer comments, it is the opinion of our consultant that pressure from <br />inflation and the difficulties with trash service are contributing factors in the change to <br />our net promoter score. Ms. Youngs noted that based on the customer comments there is <br />confusion regarding trash service and ERMU's role as their billing and customer service <br />provider. <br />Ms. Youngs reported an additional finding from the survey that customers are unaware or <br />unable to find our rebate program information. Ms. Youngs assured the Commission there <br />is a Conservation Improvement Plan communications strategy for 2023 to boost rebate <br />program participation. <br />Commissioner Bell addressed customer comments reflecting unfriendly staff and asked if <br />it was possible to record calls to customer service. <br />Ms. Youngs replied that ERMU has the capability to record calls but does not plan to at <br />this time. She stated the contact tracking procedures in place are effective and she will <br />continue to monitor customer interactions with the customer service team. <br />Commissioner Stewart affirmed many customer comments were based on confusion <br />regarding trash and the role of the utility versus the City for this service. She recognized <br />that the overall survey score shows ERMU to be in good status. <br />Moved by Commissioner Westgaard and seconded by Commissioner Stewart to receive <br />the Customer Satisfaction Survey Report — Q1— 2023. Motion carried 5-0. <br />5.4 2022 Consumer Confidence Report <br />Mr. Ninow presented the 2022 Water Quality Report (WQR), also known as the Consumer <br />Confidence Report. This annual report is required for community water suppliers and <br />must be published by July each year. Information in the report includes where ERMU <br />drinking water comes from, testing results, and protection measures. <br />Chair Dietz asked if customers call asking questions about the data in the report. Mr. <br />Ninow replied that they don't call specifically about the report, but often about water <br />quality, at which point they are referred to the WQR. <br />Elk River Municipal Utilities Commission Meeting Minutes <br />April 11, 2023 <br />Page 5 <br />31 <br />