5.09a ERMUSR 11-14-2023 - Laserfiche WebLink

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Executive Summary Key Finding 1: Overall satisfaction with ERMU is generally high. ERMU gets a 6.3 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 5.4 for the efficiency rebate programs. Scores have remained largely consistent over two years. It's worth noting that a significant number of residents are concerned about the rebate program(s), saying the program is not well known or understood, difficult to access and qualify for, and not promoting the right things. Key Finding 2: The Net Promoter Score in Q3 2023 for ERMU is 44.2, which is in the high "good" range, and up from Q1 2023. ERMU's Q3 2023 NIPS increased to 44.2, up from 39.0 in Q1 2023. It is solidly 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 2023 score was strong because customers appreciate ERMU's reliability and good customer service, and customers have a general sense that rates are fair (though some see rates as expensive). Many customers noted that ERMU was the only choice, more as a matter of fact than as a complaint. Details in the report. Key Finding 3: ERMU gets medium -strong grades for involvement in the community, but the score is trending slightly downward. Respondents rated ERMU 7.3 in Q3 2022 for efforts to be involved in the community, out of a 1-10 rating choice. The rating was 8.5 in Q1 2022, and it has dropped slightly each quarter. Key Finding 4: The communications experience with ERMU is highly positive and has increased slightly in Q3 2023. Overall, customers rated communications with ERMU through customer service staff at 8.4 out of 10, which is high, and very consistent over the past 2 years. While customer service staff are characterized as prompt and helpful by 43 written comments, 7 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 8.7, 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 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 7.2 in Q3 2023. This is lower than other value 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. rd 109