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Frontier Energy, an energy services consultant, that ERMU's rebate offerings are comparable to <br />other utilities. <br />The decline in visibility in the community is an interesting result. In the last two years ERMU has <br />participated in two Downtown Halloween Trick or Treat events, two Night to Unite events, two <br />Day of the Dozer events, two Sherburne County Fair Parades, three EV events, and hosted an <br />open house. We have also participated in local school events such as job shadow days, career <br />exploration activities, and mock interviews as part of our ongoing outreach efforts. There are <br />potential sampling reasons for this result, but we will continue to prioritize being in front of the <br />community. <br />A common response to question number 2, "How likely is it that you would recommend ERMU <br />as an electric and water utility provider?" raises the point that residents did not select ERMU <br />for services, it is the only provider available. The representative from Q Market Research <br />Provided the following comments to this, "We've tried it in many different variations, and we <br />still get people making the comment. We've even said, "We know you don't have a choice of <br />utility providers. Even so, how likely is it that you would recommend ...... and we still get people <br />focusing on the fact that they don't have a choice. The utilities we survey still want to have <br />some version of the NPS question because it is such an established, widely used and reliable <br />benchmark. It is used nationally. In fact, the national average NPS for public utilities is 8 (ERMU <br />is at 44.2). It's still the best relative indicator of customer loyalty around." <br />FINANCIAL IMPACT: <br />$4,625 for this distribution and analysis of surveys, a budgeted item. <br />ATTACHMENTS: <br />• Customer Satisfaction Survey Report — Q3 — 2023 <br />Page 2 of 2 <br />105 <br />