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Elk River Municipal Utilities <br />Customer Satisfaction Survey — Quarter 3, 2023 <br />Background <br />Elk River Municipal Utilities (ERMU) is seeking to obtain feedback from their residential customers to <br />measure overall levels of satisfaction with services and programs provided, as well as capture needs and <br />perceptions regarding communication satisfaction and community involvement. As part of this study, <br />Elk River Municipal Utilities will focus on these key areas: <br />1. Net Promoter Score (likely to recommend) <br />2. ERMU as a utility provider overall <br />3. Reliability of the utility services received from ERMU <br />4. Ease of doing business with ERMU <br />5. ERMU's efforts to be environmentally friendly <br />6. ERMU's efficiency rebate programs <br />7. ERMU's ability to handle customer requests <br />8. ERMU's efforts to be involved in the community <br />9. Overall satisfaction with ERMU staff <br />10. Overall value for the money with ERMU <br />11. Preferred contact methods with ERMU <br />12. Customer demographics <br />Survey Methodology <br />The survey was sent to a total of 2,435 ERMU customers. Of them, 1,250 ERMU customers received a <br />mail survey. This list of randomly selected customers was provided by ERMU. The mailed survey <br />provided a postage -paid, return envelope addressed to Q Market Research. The survey also contained a <br />web link and QR code to allow the respondent to complete the survey on a computer or mobile device. <br />An email invite was also sent to 1,185 ERMU customers to complete the same survey from their <br />computer or mobile device. <br />No incentives were offered for participation. <br />Pi <br />107 <br />